Overview

The Manager, Problem Management – IMS, leads a team responsible for resolving product issues within the Investment Management Solutions portfolio. This role is pivotal in creating and executing a global support scaling plan, ensuring IMS Support is equipped to meet the demands of a diverse customer base. The Manager will focus on increasing the visibility of IMS Support’s contributions, fostering operational transparency, and driving continuous improvement. This position requires strong technical acumen, operational insight, and the ability to collaborate across functions and geographies

Responsibilities

• Lead and mentor a team of IMS Support Analysts, fostering a culture of accountability, technical excellence, and customer focus.
• Develop and implement a global scaling plan for IMS Support, including resource planning, cross-training, and process standardization.
• Enhance visibility of IMS Support by developing and delivering regular reporting on support trends, team performance, and organizational impact to internal stakeholders.
• Accelerate the resolution of escalated IMS issues, ensuring timely, accurate, and well-documented outcomes.
• Analyze support data to identify trends, recurring issues, and systemic gaps; translate insights into actionable strategies for improvement.
• Collaborate with Engineering and Product teams to address root causes of client pain points and influence product enhancements.
• Champion continuous improvement by streamlining workflows, enhancing support tools, and upskilling the team.
• Represent the voice of the client in strategic discussions, ensuring IMS Support insights inform business and product decisions.
• Support the Director in driving cross-functional initiatives that improve product quality and client experience.
• Ensure adherence to SLAs and operational KPIs through structured workflows and performance management

Qualifications

Required:

• 5+ years of experience in technical support or product operations, with at least 2 years in a leadership or supervisory capacity highly preferred
• Experience supporting SaaS or enterprise software, preferably in investment management or financial technology.
• Demonstrated ability to lead and scale support teams in a global environment.
• Strong analytical skills with experience in trend analysis, root cause identification, and data-driven decision-making.
• Proficiency in Microsoft Office Tools (Excel, Word, etc)
• Proficiency in support analytics tools; familiarity with Salesforce, PowerBI, and DevOps practices.
• Excellent communication and stakeholder management skills.
• Bachelor’s degree in a technical, analytical, or business discipline.
• Minimal travel to RealPage offices 

KNOWLEDGE/SKILLS/ABILITIES 

Preferred:

• Experience leading cross-functional initiatives that improved product quality or client experience.
• Background in investment management technology or financial services.
• Familiarity with agile development environments and product lifecycle management.
• Strong technical writing skills for executive summaries, knowledge base content, and strategic documentation.
• Experience with data visualization or reporting tools (e.g., PowerBI).

Pay Range