RealPage, Inc.

Payment Operations Process Lead - Remote

Location US-TX-Richardson
ID 2026-13075
Category
Operations
Position Type
Regular

Overview

SUMMARY  

The Process Lead will be responsible for the performance of work related to lockbox processing and rent roll management. This position will have an expert understanding of lockbox and rent roll processes under their purview to direct, support, remediate, and escalate the work done by offshore operations teams. They ensure the offshore Payments and Insurance Team can achieve stated KPIs and SLAs. They act as the primary escalation point for remediating issues and analyzing root-causes. They develop and implement recommendations for process improvement, enhancements to efficiency and team development. 

Responsibilities

PRIMARY RESPONSIBILITIES  

Operational Support & Escalation 

  • Serve as the primary resolver for complex, ambiguous, or high‑risk cases requiring interpretation beyond written SOPs. 

  • Use independent judgment to determine when deviations from standard procedures are appropriate and document the rationale. 

  • Provide business context, operational guidance, and policy interpretation to offshore teams to support sound decision-making. 

  • Investigate escalations that have potential financial, compliance, or client impact and determine remediation steps on behalf of management, knowing when to escalate and inform stakeholders and partners.  

Continuous Improvement & Strategy 

  • Translate product, policy, or tool changes into operational requirements and oversee implementation across offshore teams. 

  • Lead the identification of bottlenecks, workflow inefficiencies, and systemic issues, recommending strategic improvements. 

  • Advocate for automation or tooling enhancements by documenting business requirements. 

  • Evaluate upstream and downstream impact of changes to ensure payment workflows remain compliant and efficient. 

Knowledge Management & Training 

  • Own all process documentation, decision trees, troubleshooting guides, and FAQs. 

  • Lead training for offshore partners when new processes or updates are introduced. 

  • Conduct gap analyses based on error data and implement targeted training plans. 

  • Customer Connection: Help the team understand how their processes connect to the customer experience and life cycle of a payment.  

Process Performance Monitoring 

  • Define and maintain SLAs, KPIs, accuracy targets, and quality standards. 

  • Lead Weekly/Monthly Business Reviews with offshore leadership to assess process health. 

  • Require and evaluate root cause analyses (RCAs) for SLA misses or quality defects. Develop corrective actions to address underlying causes. 

Process Governance & Quality Assurance 

  • Own creation, updates, interpretation, and governance of SOPs and process maps. 

  • Conduct calibration and quality reviews with offshore Quality Analysts and leadership. 

  • Establish clear criteria defining which scenarios offshore teams can resolve independently and which require escalation. 

  • Understand regulatory, network, and internal security requirements and monitor compliance within the assigned scope of ownership. 

  • Escalate potential fraud, financial risk, or compliance concerns to management promptly. 

 

Qualifications

    • Bachelor of Degree or work equivalent in a technical or analytical role
    • Proficiency with Microsoft Office Suite
    • 5+ years of experience in operations
    • Basic to intermediate knowledge of MS Office Suite (Word, Excel, PowerPoint, Outlook)
    • Ability to work after regular business hours as needed to guarantee deliverables are met
    • Proficient in oral and written communication
    • Decision making, time management and organizational skills
    • Ability to hit deadlines
    • Reliable and dependable
    • Ability to adapt to change
    • Problem solving skills

    KNOWLEDGE/SKILLS/ABILITIES

     

    Required

    • Excellent analytical and collaborative skills
    • Ability to work independently and update management on progress
    • Ability to distill complex topics and communicate in a simple and coherent manner with a consultative approach
    • Excellent organization, troubleshooting, and communication skills
    • Ability to conduct root cause analysis and provide actionable and high-value solutions to reported incidents with a combination of data analytics, business acumen, technical expertise, product features, and sound judgment
    • Ability to manage multiple priorities and deadlines under pressure, work with limited direction and documentation, and thrive with uncertainty
    • Strong commitment to customer satisfaction
    • Experience in creating and maintaining KPIs and metrics
    • Experience in conflict management and client escalations

    Preferred

    • Proven ability to coach, mentor and train colleagues or direct reports as service professionals
    • Strong knowledge of RealPage products and processes
    • Prior technical customer service experience in the software industry of 5 years or more
    • Experience with Salesforce, SharePoint, and MS Teams

    Physical Demands and Working Conditions

    While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. May be required to lift or move 10+ pounds.

     

     

    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.

     

    Equal Opportunity Employer: RealPage Company is an equal opportunity employer and committed to creating an inclusive environment for all employees.

     

Pay Range

USD $70,700.00 - USD $120,300.00 /Yr.

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