SUMMARY

The Team Leader II plays a critical role in driving the success of the RealPage Front Office implementation team, composed of Implementation Consultants, Analysts & Quality Administrators. This position is responsible for ensuring seamless delivery of end-to-end client onboarding, from initial setup to post-implementation support. Team Leader II fosters a high-performance culture through coaching, process optimization, and innovation. This role also ensures operational excellence by implementing quality assurance standard frameworks, leveraging data-driven insights, and aligning team efforts with strategic business goals. A strong understanding of the multifamily industry, RealPage platform capabilities, and customer-centric decision-making is essential to succeed in this role.

PRIMARY RESPONSIBILITIES

• Provide guidance, coaching, and support to implementation analysts. Foster a collaborative and high-performance culture through regular feedback, career development planning, and performance reviews.
• Oversee the planning and execution of complex implementation projects or large scale rollouts for clients. Ensure deliveries are met on time, within scope, and aligned with client expectations.
• Coordinate resources, manage timelines, and monitor progress across multiple projects. Apply suitable project management methodologies (e.g., Waterfall, Hybrid, or RealPage-specific frameworks) to manage timelines, resources, and deliverables. Promote structured planning, stakeholder alignment, and efficient execution.
• Serve as the escalation point for client and internal issues. Lead root cause analysis to identify underlying problems, implement corrective actions, and prevent recurrence.
• Translate client business rules and requirements into precise system configurations. Validate setup through testing and quality checks to ensure functionality and compliance.
• Implement QA methodologies to verify configuration accuracy, system performance, and data integrity. Collaborate with QA teams or lead internal testing efforts as needed.
• Create and facilitate training sessions for both internal team members and clients. Support onboarding, upskilling, and continuous learning initiatives to enhance team capabilities.
• Lead initiatives focused on automating repetitive tasks and introducing innovative solutions. Improve operational efficiency, scalability, and overall process excellence.
• Compile and present reports on team KPIs, employee performance, and project outcomes. Use data-driven insights to support business reviews and strategic decision-making.
• Ensure all implementation activities, configurations, and processes are well-documented. Maintain internal resources and contribute to knowledge sharing across teams.
• Collaborate with leadership and HR to identify staffing needs, source candidates, and participate in the hiring process. Assess candidate qualifications and fit for implementation roles, contributing to the growth and capability of the team.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Bachelor’s degree in Business, Information Technology, Computer Science, or a related field.
• Minimum of 3 years of experience in software implementation, client onboarding, or project delivery.
• 2+ years of experience in implementation leadership, process improvement, or client onboarding
• Proven track record in managing large-scale client rollouts and cross-functional projects
• Strong understanding of SaaS platforms and/or property management systems.
• Strong understanding of system configuration, quality assurance, and technical troubleshooting.
• Proficiency in programming languages such as HTML, CSS, JavaScript, and SQL.
• Strong people management and coaching skills.
• Excellent verbal and written communication skills.
• Ability to influence and collaborate across teams and levels.
• Strong analytical and problem-solving skills.
• Experience in process mapping, root cause analysis, and performance metrics.
• Ability to manage multiple priorities in a fast-paced environment.
• Familiarity with project management methodologies (e.g., Waterfall, Hybrid, or RealPage-specific frameworks).
• Ability to set priorities, develop action plans, monitor progress, and track key activities and data to ensure goal achievement.
• Proven ability to design and deliver effective training programs tailored to team needs and evolving business requirements.
• Skilled in onboarding new team members and upskilling existing staff to ensure consistent performance and knowledge alignment.
• Ability to assess training effectiveness and continuously improve learning approaches based on feedback and outcomes.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Outlook, Teams, SharePoint).
• Familiarity with CRM tools (e.g., Salesforce) and workflow automation platforms.
• Experience in driving innovation and implementing process improvements.
• Knowledge of QA methodologies and experience in building and applying quality assurance frameworks.
• Skilled in preparing and interpreting performance and business review reports to support data-driven decisions.
• Experience in talent sourcing and hiring, with the ability to assess candidates fit for implementation roles.
• Ability to leverage the customer’s perspective to guide priorities and decisions that align with both client needs and organizational goals.
• Familiarity with RealPage Front Office products is a plus.
• Six Sigma Yellow Belt is certification is strongly preferred; Green Belt certification is a plus.
• Solid understanding of multifamily industry operations and marketing practices is preferred.
• Knowledge of RealPage products, platform features, integrations, and best practices is a plus.

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.