Sr. Director of Business Operations

Client Success Herndon, Virginia


The Senior Director of Business Operations acts as a primary liaison and influencer, working in conjunction with the SVP/General Manager and Tyler Federal Division executive leadership to create clarity and alignment of detailed and outcomes-based plans that clarify the voice of the customer and deliver on strategy; enabling executive focus on high-value opportunities which drive strategic growth, development, and customer impact.

What You Will Do:

  • Acts as a strategic thought partner to Tyler Federal Division senior leadership on impact-focused planning, prioritization, and performance management
  • Works directly with SVP/GM to formulate strategic processes for all aspects of the “Client Engagement” teams while in coordination with departmental leadership
  • Work with Tyler Federal’s professional service team to implement project control standards and reporting to achieve divisional financial goals
  • Work with Tyler Federal’s support leadership to implement support metrics
  • Provides strategic direction on pricing strategies to professional services, sales, and proposal teams
  • Leads and manages sensitive issues, select strategic initiatives, and external stakeholder engagement plans
  • Works in close coordination with Regulatory team leadership to develop plans and metrics to manage the solutions suite to achieve specific goals and objectives assigned by Tyler Federal Division executive leadership
  • Works to implement plans associated with cross-divisional go-to-market initiatives
  • Demonstrates deep understanding of key customer interests and needs to promote the Tyler Federal product and solutions strategy with authority and credibility with customers, partners, industry associations and other key stakeholders
  • Initiates, develops, and maintains relationships with senior stakeholders
  • Oversee the development of Quarterly Business Review, to include the process, planning and metrics for each departmental stakeholder
  • Leverages market research, “Voice of the Customer” insights, benchmarking, and related analysis to identify and enable high impact thought leadership content strategy and development
  • Structures and manages communications from Tyler Federal Division executive leadership and surfaces key issues for awareness and action
  • Support senior leadership on merger and acquisition due diligence as required



  • Proven leader with 10+ years of business operations experience to include professional services, strategic account planning and management, project management, and financial planning
  • In-depth understanding of the software industry, the business value of solution offerings, and alignment of business and platform strategies
  • Exceptional communicator capable of crafting and delivering clear and compelling messages which motivate, inspire, and drive action from internal and external stakeholders
  • Able to simplify, synthesize, and communicate complex problems and issues and provide sound, fact-based recommendations.
  • Demonstrated intellect, drive, executive presence, business and financial acumen
  • Adept at establishing credibility with and influencing executive stakeholders
  • Action-oriented and adept at dealing with ambiguity
  • Excellent problem solving and negotiation abilities, with ability to evaluate options and make decisions in alignment with corporate strategy and core values
  • Demonstrates extreme integrity, judgement, and discretion with regards to handling sensitive, confidential, and non-public information
  • Experience designing, executing, and analyzing customer needs assessments, benchmark research and other complex data sets in addition to highly consultative projects

Additional Qualifications:

  • Master Degree in Business, Commerce, or related field preferred
  • Bachelors Degree in Business, Commerce, or related field
  • Demonstrated experience in senior stakeholder communications and engagement strategy development and execution including key stakeholder and community relations and engagement
  • Confident and capable leader adept at influencing effectively across matrixed resources to manage change and achieve strategic corporate initiatives
  • Thrives in a fast-paced, high pressure, and entrepreneurial environment
  • Demonstrated ability to develop and lead high-performing teams, including setting vision and objectives, managing outcomes and performance, employee development and coaching
  • Experience in implementation of healthcare and regulatory solutions
  • Merger and Acquisition due diligence experience desirable