Overview
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.
Responsibilities
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- Collaborate with Content/Knowledge Management teams to identify missing, outdated, or ambiguous content affecting model performance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
Qualifications
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 abiliti es
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
