Director of Operations

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