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Job Description
Description
The Director of Operations is a senior operational leader responsible for building and maturing the Product Management, UX, and Customer Service practices that power Tyler Maryland’s statewide digital government program. This role drives cross‑functional alignment, operational excellence, and strategic execution—ensuring that Maryland residents and businesses experience modern, accessible, and reliable digital services.
As a key member of the Tyler Technologies Maryland leadership team, you will partner closely with the General Manager, technology leadership, and state agency executives to shape the future of Tyler Maryland’s digital government ecosystem.
What You'll Lead
The Director of Operations is a senior leader responsible for shaping and executing the strategic direction of Tyler Maryland’s statewide digital government program. This role leads the Product Management, UX, and Customer Service organizations—building high‑performing practices that deliver modern, accessible, and citizen‑centered digital services. As a key member of the leadership team, you will drive operational excellence, partner with state agency executives, and ensure the successful delivery and continuous improvement of Tyler’s mission‑critical digital services across Maryland. You'll also contribute to business leadership through financial strategy and budgeting as backup for the General Manager.
What You Bring
We're looking for someone with proven success leading and energizing teams toward common goals, along with a track record of driving business growth through innovation and relationship-building. You'll need strong written and verbal communication skills that inspire confidence with clients and teams alike, as well as hands-on experience leading technology service delivery teams.
Responsibilities
- Develop and execute operational strategies that advance the mission of modernizing Tyler Maryland’s digital government services.
- Responsible for intake, prioritization, cross‑agency alignment, and ensuring the statewide portfolio advances strategic outcomes.
- Develop and own the strategic roadmap for all Tyler Maryland products and services.
- Oversee implementation of complex digital products, websites, and services.
- Foster a culture of innovation, accountability, and customer‑centric service delivery.
- Create proposals and statements of work for new initiatives.
- Coordinate security, accessibility, and service quality assessments.
- Ensure contractual SLAs for service availability, response times, and financial processing accuracy are consistently met.
- Mentor and develop leaders across Product, UX, and Customer Service.
- Seek out and implement improvements to all aspects of the business
- Assist the General Manager with reports, presentations and meetings with government partners in the Annapolis area and at conferences and tradeshows around the state
- Some travel may be required
Qualifications
- 10+ years of experience in digital product, technology operations, or service delivery; 3–5 years in a senior leadership role.
- Bachelor’s degree in Business, Information Systems, Public Administration, or related field preferred.
- Proven experience building or maturing a product management practice.
- Strong understanding of human‑centered design and UX integration.
- Experience leading customer service or service desk operations.
- Demonstrated success partnering with government agencies or regulated environments.
- Strong communication, relationship‑building, and executive‑level presentation skills.
- Experience with Agile methodologies.
- Must be located in or willing to relocate to the Annapolis, MD area.
Supervisory Responsibility
- Leads the Product Management, UX, and Customer Service teams and is accountable for their performance, growth, and strategic direction. Influences cross‑functional teams and operational decisions across Tyler’s statewide program.
*Must be located or willing to relocate to Annapolis, Maryland or surrounding area.