Director of Operations, Civil Process

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The Civil Process Business Unit Operations Manager is responsible for carrying out the operational and logistical needs of both the Professional Services & Customer Service Departments. The responsibilities often cross intradepartmental disciplines, as well as coordinated efforts between departments within the division. 

Work with our integrated solutions that help courts and public safety organizations of all sizes better protect and serve the public. By helping provide solutions that improve efficiency and response time, you can help serve our citizens and make communities safer.

Location

Marlborough, Massachusetts

Responsibilities


  • Project backlog ownership and planning.
  • Manage project manager assignments, revenue forecasting and scheduling for all projects.
  • Oversight of project lifecycle forecasting by team and resource.
  • Oversight of project milestone completion versus contract deliverables.
  • Gain detailed product knowledge to be able to properly handle escalations, project challenges and product enhancements required by contracts.
  • Directly responsible for driving internal initiatives within Professional Services, Customer Support or for C&J as required by executive management.
  • Manage and oversee the Professional Services and Customer Service staff in a direct reporting structure and be responsible for their work product for the organization.
  • Inspire and motivate employees to perform at their best.
  • Identify potential problems working to find solutions to maximize efficiency, quality, customer satisfaction and revenue.
  • Liaison to Sales in the coordination of sales-to-PS transition activities.
  • Oversee Customer Service managing to department objectives and key results.
  • Ability to handle Customer Service escalations professionally and effectively.
  • Other Professional Services & Customer Support department-wide initiatives (as necessary).
  • Perform other job-related duties and responsibilities as may be assigned from time to time.

Qualifications


  • BA/BS college degree in related field or equivalent experience is required.
  • Proficiency using MS Office products, including MS Project, Excel, Word, PowerPoint, and Visio.
  • Excellent listening skills and ability to learn new content quickly.
  • Understanding of software lifecycle as well as software deployment and implementation.
  • Ability to think critically and identify opportunities for process improvement.
  • Ability to communicate effectively with clients.
  • Ability to deliver a highly detailed work product with little to no supervision and often with diverse, vague, or limited details.
  • Work comfortably in an obscure environment when analysis of hypothetical situations need forethought to anticipate logical outcomes.
  • Self-starter with the ability to complete projects with minimal oversight.
  • Excellent interpersonal skills including verbal and written communication.
  • Ability to prioritize and manage multiple projects and deadlines.

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Tyler is subject to regulations, guidelines, and/or client requirements relating to the qualifications of Tyler personnel performing certain client work. Because of the nature of this position, it is a requirement that the candidate can successfully pass a federal background check at the time an offer is extended and over the course of employment with Tyler.

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Requisition Number:2021-533

Tyler Technologies is proud to be an affirmative action / 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, 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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