Director of Operations

RESPONSIBILITIES

• Operational Leadership & Team Management
• Serve as the primary leader of the operations team, driving accountability, performance, and professional growth
• Establish and enforce clear goals, KPIs, and expectations for team members and projects
• Lead daily and weekly operational rhythms (team meetings, status reviews, prioritization) with confidence and clarity
• Build a culture of ownership, accountability, and continuous improvement
• Coach, develop, and when necessary, course-correct team members to ensure consistent performance
• Execution & Delivery Oversight
• Ensure consistent, predictable delivery of projects and services through strong delegation and oversight
• Maintain real-time visibility into project health, risks, timelines, and outcomes
• Drive operational discipline, ensuring that work is completed by the appropriate team members, not absorbed upward
• Continuously improve processes, workflows, and delivery standards

• Act as a primary point of contact and trusted advisor for key state agency partners
• Lead meetings with confidence and communicate clearly, proactively, and professionally
• Build and maintain strong, long-term relationships across agencies and stakeholders
• Ensure consistent, high-quality communication and follow-through across all engagements

• Partner with the General Manager to drive growth, revenue, and long-term strategy
• Maintain strong understanding of financial performance, forecasting, and payment processing models
• Align team priorities and effort with broader portal goals and revenue opportunities
• Focus on high-impact, long-term initiatives rather than low-value tactical work

• Champion AI adoption, innovation, and process transformation across the operation
• Identify opportunities to leverage AI and emerging technologies to improve:
• Efficiency
• Documentation and workflows
• Service delivery

• Lead the team in adopting modern tools and forward-thinking practices
• Cross-Functional Collaboration
• Work closely with the Director of Technology and other Tyler divisions to ensure alignment and execution
• Represent the Louisiana enterprise across Tyler, building strong internal partnerships
• Support enterprise-wide initiatives and opportunities

• A confident, visible leader who naturally earns respect across technical teams, clients, and executives
• Proven ability to lead through others, not by doing the work yourself
• Strong communicator who is proactive, responsive, and effective in high-stakes conversations
• Demonstrated ability to hold teams accountable while maintaining a positive, collaborative culture
• Comfortable making decisions, setting direction, and addressing performance issues directly

• Exceptional operational leadership and execution discipline
• Strong strategic thinking and prioritization (focus on high-impact work)
• Advanced relationship management and client engagement skills
• Ability to translate vision into actionable plans and measurable outcomes
• High degree of business and financial acumen

QUALIFICATIONS

• 7+ years of relevant experience in operations, consulting, project delivery, or digital services
• 3+ years leading teams in management or senior leadership capacity
• Experience managing cross-functional teams (PMs, BAs, technical teams)
• Background in government technology, SaaS, or digital services strongly preferred
• Experience with payment processing, financial systems, or public sector operations is a plus

• Highly intelligent and quick to learn complex systems and environments
• Comfortable operating in a fast-paced, entrepreneurial environment
• Strong bias toward action, ownership, and results
• Passion for innovation and continuous improvement

• Establish themselves as the clear operational leader and decision-maker for the team
• Create a culture where team members own delivery and outcomes, not leadership stepping in to complete work
• Become a trusted, responsive, and visible partner to key state agencies
• Drive improved project predictability, communication, and accountability
• Shift focus toward strategic growth and long-term initiatives
• Lead meaningful AI-driven improvements across operations

• Hybrid role based in Baton Rouge, Louisiana
• Some in-state travel required