CX Senior Director, Delivery Metrics

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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.
 

Location

Plano, 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 Requirements

Salary 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 Family

Your 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. Learn more about how we care for our people.

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Requisition Number:2025-7259




Tyler Technologies is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, protected veteran status, or any other status protected under local, state, or federal laws. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing jobs@tylertech.com or by calling 800.646.2633 ext. 791008. Please keep in mind these methods are reserved for individuals who require accommodation due to a disability.
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