CX Senior Director, Delivery Metrics
CX Senior Director, Delivery Metrics
Posted on :
02-08-2025
Employer Active
1 Vacancy
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Job Description
Description
This is a highly visible senior CX leadership role responsible for driving enterprise-wide priorities across Tylers 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 Tylers 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.
Qualifications
- Bachelors in Operations Business or Analytics (Masters preferred).
- 8 years of experience in metrics design operational reporting or service management.
- Skilled in translating delivery data into insights and change.
Required Experience:
Exec
Employment Type
Full Time
Key Skills
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