Director of Operations

Responsibilities

• 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.
• 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.
• Partner & Client Leadership:
• 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.
• Strategic & Financial Ownership:
• 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.
• Innovation & AI Leadership:
• 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.
• Partner Experience:
• 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.

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.