DescriptionThe Director of Operations is a key part of the management team with varied and broad responsibilities, including client relationship building, account management and project delivery, product implementation, customer service, financial planning and incident management. The Director of Operations is first and foremost a leader who ensures that each team is operating efficiently and effectively, and that our government clients are thrilled with their Tyler experience. This position serves as a backup to the General Manager, assisting with financial forecasting and budgeting as well as meeting with government partners to build and maintain strong relationships.
Responsibilities- Lead and inspire a team of professional project managers and account managers who are responsible for retaining key business contracts and ensuring client satisfaction with Tyler
- Provide guidance and oversight to teams responsible for key aspects of the business
- Coordinate across internal Tyler teams to resolve client issues and find creative solutions to agency business goals and problems
- Develop strategies for account growth and execute on tactics that will improve effectiveness and accelerate progress toward our mission
- Seek out and implement improvements to all aspects of the business
- Manage teams that effectively deliver complex and key digital government projects
- Meet with government agencies to understand their business goals and challenges, discuss existing services, potential projects, and projects in development; create proposals based on scope of work
- Proactively seek feedback from government clients, ensure their satisfaction, and develop and execute strategies to remediate weak client relationships
- Assist the General Manager with reports, presentations and meetings with government partners in the Little Rock area and at conferences and tradeshows around the state
- Work closely with the Director of Technology and leadership team to ensure effectiveness of all teams
- Ensure high quality and timeliness of project deliverables, including compliance with established company processes and standards
- Oversee and enhance project management process
- Manage application project queue and priorities
- Conduct regular meetings with team on status of completed and ongoing projects, and assist with priorities and decision-making
- Understand and document requirements (business analysis and writing) and train others to perform and document requirements gathering for digital government projects.
- Manage Service Desk operations; act as the escalation point and develop strategies for improvement
- Position is hybrid with a minimum of two days required in office; however, as a leader in the company, this position is expected to meet in person frequently with government partners in the Little Rock area and with team members.
- Some travel may be required
Qualifications- Excellent written and verbal communication skills required
- Bachelor's Degree in Business Administration, Public Administration, Marketing, Communications or similar field preferred
- Minimum five years related job experience
- Minimum two years of experience managing teams, both in person and remote
- Desire to work in a fast-paced, entrepreneurial environment
- Knowledge of payment processing and government technology industry standards and trends preferred
- Experience working with Arkansas state and local government a plus
- Self-motivated and organized with a strong and meaningful connection to the Tyler and Arkansas State Government missions, and possess a drive for achieving results and building strong relationships
- Must be able to demonstrate personal ownership, accountability, self-awareness, integrity, maturity and a growth-mindset
- Must be able to demonstrate leadership of initiatives that have driven revenue growth for the company and delivered value for clients
- Must be able to demonstrate customer service delivery improvements
- Must live in the Little Rock, Arkansas area
Supervisory Responsibility This position is responsible for the success of the business side of the operation and will be responsible for the Project Management team and Customer Service team.
