AI Transformation Lead, Customer Support

This role is a highly strategic individual contributor responsible for driving AI transformation across the Customer Support organization. As the AI Transformation Lead, you will lead the identification, development, and scaling of high-impact AI use cases that improve both customer experience and employee productivity. This role uniquely combines bottoms-up innovation—capturing ideas from frontline support teams—with top-down strategic initiatives aligned to enterprise AI priorities.

You will operate at the center of Support AI, acting as a bridge between business teams, AI leadership, and technical partners to translate real-world challenges into scalable, measurable solutions. This role requires a strategic thinker who can also execute—someone who thrives in ambiguity, builds alignment across stakeholders, and drives initiatives from concept through delivery.

#LI - JW1

#LI - Hybrid

AI Strategy, Roadmap & Execution (40%)

• Own the end-to-end strategy, prioritization, and execution of AI use cases across Customer Support

• Lead both:

• Bottoms-up innovation (AI Champions / grassroots ideas)

• Top-down initiatives (enterprise AI programs and internal productivity efforts)

• Translate frontline challenges into scalable AI opportunities with clear business impact

• Partner closely with Support AI leadership and AI Center of Excellence (COE)

AI Value Realization & Performance Tracking (20%)

• Define success metrics, KPIs, and business case assumptions for AI initiatives

• Monitor adoption, performance, and ROI of implemented use cases

• Partner with Reporting & Insights teams to track outcomes and communicate impact

Adoption, Enablement & Change Leadership (15%)

• Drive grassroots adoption and engagement across Support teams

• Enable and mentor AI Champions and user cohorts

• Partner with Transformation, Change Management, and Enablement teams to ensure successful rollouts

Cross-Functional Collaboration & Governance (10%)

• Partner across Customer Support, AI COE, TBM, Product, Engineering, and Analytics teams

• Ensure alignment, governance, and prioritization of AI initiatives

• Act as a key connector between business stakeholders and technical teams

Additional Transformation Initiatives (10%)

• Contribute to broader Transformation & Business Management priorities aligned to corporate goals

• Support adjacent initiatives that improve customer experience and operational effectiveness

Required

• Bachelor’s degree in Business, Information Management, or related field (or equivalent experience)

• 5+ years of experience in customer support, operations, or transformation roles within a SaaS or technology environment

• 2+ years of experience working with AI tools, AI adoption initiatives, or technology transformation

• Demonstrated experience leading cross-functional initiatives or innovation programs

• Experience working directly with customers or customer-facing teams

Preferred

• Experience building use cases, business cases, or managing innovation pipelines

• Exposure to AI governance, adoption frameworks, or change management practices

• Familiarity with CRM systems (e.g., Salesforce) and support tooling

KNOWLEDGE, SKILLS & ABILITIES

Technical & Functional Skills

• Strong understanding of AI tools and their practical application in business environments

• Ability to evaluate AI outputs conceptually and provide structured feedback to technical teams

• Experience building business cases, defining success metrics, and tracking value realization

• Proficiency with Microsoft Office tools and data analysis/reporting

Core Competencies

• Strategic thinker with strong execution capability—able to move from idea to implementation

• Skilled at translating frontline needs into structured, scalable solutions

• Strong stakeholder management and ability to influence without direct authority

• Excellent communication skills; able to simplify complex concepts for diverse audiences

• Ability to manage multiple initiatives across parallel workstreams

• High adaptability and comfort operating in ambiguity and rapidly evolving environments

WORK ENVIRONMENT

• Fast-paced, high-growth environment focused on innovation and transformation

• Hybrid work model

• Increased time commitment may be required during key rollout periods and AI program launches

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.

USD $85,200.00 - USD $145,200.00 /Yr.