Director, Implementations

Overview

The Director, Front Office Implementations is responsible for leading the end-to-end strategy, execution, and performance of the Front Office implementation portfolio for New Customers including Knock, On-Site, and Online Leasing. This role owns the delivery model for new business implementations, ensuring consistent, high-quality customer outcomes while scaling operational efficiency across a global organization. 

The Director is accountable for aligning people, process, and technology to drive predictable implementation outcomes, reduce time-to-implement, and improve data quality and client readiness. This includes establishing standardized processes, defining and monitoring key performance indicators, and leveraging data-driven insights to continuously improve execution and customer experience. 

Operating at an organizational level, the Director leads multiple teams and partners cross-functionally with Product, Engineering, Sales, and Customer Success to ensure alignment on priorities, readiness, and delivery expectations. This role serves as a senior escalation point for complex implementations, drives resolution of systemic issues, and ensures transparency to executive stakeholders on performance, risks, and opportunities.

Responsibilities

• Own end-to-end delivery and performance of the Front Office implementation portfolio for new customers, ensuring high-quality outcomes and consistent customer experience
• Drive execution of the implementation strategy for Front Office solutions, aligning delivery priorities, resources, and operating plans to business objectives
• Lead process improvement and operational discipline initiatives to improve implementation speed, quality, data accuracy, and team efficiency
• Partner with cross-functional leaders to forecast demand, align on readiness, and support scalable resource planning across the implementation portfolio
• Own implementation KPIs, including productivity, customer satisfaction, delivery performance, and quality outcomes
• Define, implement, and reinforce standardized implementation processes, tools, controls, and best practices across the team
• Ensure strong cross-functional alignment with Product, Engineering, Sales, Customer Success, Support, and other key partners to drive cohesive, end-to-end delivery
• Build and maintain strong relationships with key customers and internal stakeholders, serving as a senior escalation point for complex or high-visibility implementations
• Anticipate, manage, and mitigate operational risks; lead resolution of complex delivery issues and escalate systemic concerns as needed
• Direct and oversee day-to-day people leadership activities for managers and team members, including performance management, coaching, and employee development
• Develop team capability and leadership strength through coaching, succession planning, and targeted talent development efforts
• Manage workforce planning, budget inputs, and operating expenses to support delivery goals, efficiency targets, and compliance with applicable policies and standards

Qualifications

Required:

• 10+ years of professional experience consisting of:
• 3+ years of proven ability to lead high performance teams
• 3+ years of experience in a customer-facing role
• Bachelor’s Degree in business, technology, or computer science related field

Preferred:

• 4+ years of experience in software implementation
• 2+ years of experience with RealPage products, SharePoint and Salesforce.com

KNOWLEDGE/SKILLS/ABILITIES

Required:

• Exceptional leadership with proven ability to stimulate employees and teams
• Background in technology, accounting, consulting and/or project management
• Excellent computer skills and highly proficient in the use of MS Office products
• Prior experience with process improvement initiatives
• Excellent verbal and written communication skills
• Must be able to multi-task, work in high paced and deadline driven environment
• Ability to work overtime as needed to ensure deliverables are met
• Preferred:
• Familiarity with RealPage products
• Previous property management experience

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