This is a highly visible senior CX leadership role, responsible for driving enterprise-wide priorities across Tyler's divisions and functions, with a strong focus on strategic alignment and measurable impact. This role is responsible for defining and managing KPIs that measure the health of Tyler's client-facing delivery functions (Support, Client Success, PS). It ensures transparency, accountability, and ongoing improvement across the full client lifecycle.
Key Responsibilities- Design and implement delivery dashboards to measure performance across divisions.
- Monitor trends in customer health, backlog, resolution times, and escalation rates.
- Align delivery metrics with client expectations, financial goals, and capacity planning.
- Lead metric standardization and reporting cadence across functions.
- Surface opportunities to improve delivery efficiency and client experience.
LocationPlano, Texas | Troy, Michigan | Herndon, Virginia | Remote | Overland Park, Kansas
Qualifications- Bachelor's in Operations, Business, or Analytics (Master's preferred).
- 8+ years of experience in metrics design, operational reporting, or service management.
- Skilled in translating delivery data into insights and change.
State-Specific Salary Range Disclosure RequirementsSalary will generally fall between $161,629 - $212,669 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible.
Taking Care of You & Your FamilyYour health and well-being are important to us. That's why we invest in our team members by offering competitive benefits to support their health and financial wellness. .
