Customer Support is seeking a Human in the loop Leader (HiTL) to serve as the operational and technical backbone for driving RealPage’s Customer Support HiTL strategy. You will be responsible for the end-to-end AI deployment, change management and business outcomes for PMC and Resident product capabilities. This is a hands-on role for someone who thrives at the intersection of operations, technology, and business functions. This leader will manage a team of junior HITL specialists, partner with cross‑functional teams (Technical/ML teams, Content, Product Support Operations), and operationalize feedback loops that enhance model performance, customer experience, and support efficiency.

Key Responsibilities

• Act as the right hand to the Transformation and Business Management leadership, driving execution of HiTL strategy, roadmap execution and day-to-day operations
• Own and drive scaling of HiTL best practices, facilitate calibration sessions with teams to maintain consistency in HiTL reviews
• Collaborate with and serve as a liaison between Support and Technical teams to test AI agents, translate frontline insights into prompt adjustments, providing structured feedback and prioritize enhancements
• Collaborate with Content/Knowledge Management teams to identify missing, outdated, or ambiguous content affecting model performance
• Support A/B experiments and rollout gates for new AI features
• Monitor performance dashboards and escalate anomalies or drift to ML teams
• Accountable for AI value outcomes and success metrics

Required Qualifications

• 5+ years experience in Customer Support, Support Operations, AI/ML operations, Quality, or related fields
• 2+ years experience leading or mentoring teams
• Strong understanding of conversational AI, LLMs, or “Agent” driven workflows
• Exceptional analytical skills; able to identify patterns, gaps, and root causes
• Excellent cross‑functional communication and stakeholder management abilities

Preferred Qualifications

• Experience with annotation tools, feedback mechanisms, & model fine-tuning
• Experience with content management for AI models
• Tools: Salesforce, AI tools (Open AI, Gemini, Perplexity etc), Microsoft Office, QA systems, and collaboration tools
• Customer Empathy, Technical Curiosity, Operational Rigor, Collaboration and Problem-Solving

Success Metrics

• Improvement in containment and adoption of AI Agents
• Improved CSAT/NPS for AI-assisted interactions
• Speed and quality of feedback integration into model updates
• Timely delivery of testing and rollout support for new AI features