The Director, Account Management Operations provides enterprise-level leadership across PAM and FAM, overseeing Resident Billing services and Utility Expense Management services. This role owns service delivery strategy, escalation governance, and quality outcomes, and oversees a U.S.-based escalation and quality function

• Provide executive leadership over PAM and FAM, including managers, and individual contributors
• Define and execute the account management operating strategy aligned to business and client outcomes
• Own escalation governance and oversee a U.S.-based escalation and quality team
• Establish and enforce quality, SLA, and performance standards across PAM and FAM
• Drive enterprise-level root-cause analysis, defect reduction, and prevention initiatives Partner with Product, Technology, AP, Bill Pay, and Operations leaders to resolve systemic issues
• Serve as the executive escalation point for complex client, billing, payment, and compliance issues
• Provide senior leadership with risk insights, trend analysis, and performance reporting Influence product and tooling roadmap priorities through operational and client-impact data

QUALIFICATIONS

• Bachelors Degree required; advanced degree preferred or equivalent leadership experience
• 10 615+ years of experience in utility management, resident billing, invoice processing, or related services 7+ years of progressive people leadership experience, including managing managers and senior leaders
• Proven ability to apply AI productivity and analysis tools (e.g., Microsoft Copilot, ChatGPT, Claude, Gemini or similar) to improve operational throughput, quality, and decision-making.
• Deep working knowledge of billing, invoice, payment, and account management systems, including controls and operational performance levers
• Strong command of operational systems and workflows with the ability to translate business needs into scalable tooling, controls, and reporting

KNOWLEDGE/SKILLS/ABILITIES

• Deep working knowledge of billing, invoice, payment, and account management systems, including controls and operational performance levers.
• Demonstrated ownership of service delivery strategy, escalation governance, and quality outcomes to sustain client confidence and reduce repeat issues.
• Exercises independent judgment over resource allocation, escalation management, service priorities, and operational investments.
• Decisions directly impact client satisfaction, financial risk, compliance exposure, and organizational scalability.
• Strong understanding of clientfacing service delivery expectations, SLAs, and compliance considerations within utility and resident billing operations
• Strong executive presence with the ability to influence senior and cross-functional stakeholders

SALARY AND BENEFITS

• RealPage provides a competitive salary package along with a comprehensive benefit plan that includes:
• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off and holidays.
• Professional development opportunities.
• Performance-based bonus based on position.

Compensation may vary depending on your location, qualifications including job-related education, training, experience, licensure, and certification, that could result at a level outside of these ranges. Certain roles are eligible for additional rewards, including annual bonus, and sales incentives depending on the terms of the applicable plan and role as well as individual performance.