Granicus

Principal - CX Services Business Operations

Granicus

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

Tech Stack

Tableau

About the role

  • Contribute to cross-CXS programs and standardization efforts
  • Lead AI roadmap and transformation execution in his vertical
  • Drive operational cadence of weekly, monthly and quarterly business reviews
  • Lead execution of strategic initiatives and operational priorities
  • Partner with Sales to coordinate resolution of customer requests, support contract updates, and contribute to RFP responses by aligning operational and service inputs.
  • Partner with centralized Business Analysts to deliver insights and reporting
  • Partner with FP&A to own resourcing, headcount, financial planning, and partner management
  • Drive capacity planning, process improvement, and stakeholder alignment
  • Enable VP effectiveness through strategic advising and operational support
  • Facilitate collaboration sessions and build proactive relationships across teams. Adapt messaging based on audience and priorities; integrate storytelling dynamically
  • Connect use cases to transformation outcomes and organizational goals
  • Proactively detect and remediate systemic issues
  • Design automation and scalable workflows
  • Create tailored reports with insights and strategic narratives
  • Lead initiatives with measurable outcomes

Requirements

  • 10+ years in operations, program management, continuous and process improvement or strategy roles
  • Experience in either SaaS, Digital Agencies, or Professional Services
  • Proven experience coordinating large-scale, cross-functional efforts involving teams of 100+ contributors to deliver successful program outcomes
  • Experience with analytical and enterprise systems tools (such as Power BI, Tableau, Salesforce, …)
  • Experience of AI and automations solutions roll out
  • Experience optimizing delivery operations and resource allocation models
  • Experience with support analytics and ticketing system optimization
  • Experience in resource planning and utilization forecasting
  • Experience in managing renewal forecasting and churn mitigation
Benefits
  • Employee Resource Groups to encourage diverse voices
  • Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work-life balance and current affairs.
  • Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
  • We bring in special guests from time to time to discuss issues that impact our employee population
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
operations managementprogram managementprocess improvementstrategy developmentcapacity planningresource allocationautomation designdata analysisreportingfinancial planning
Soft Skills
leadershipcollaborationstrategic advisingcommunicationrelationship buildingproblem-solvingadaptabilitystorytellingstakeholder alignmentinsight generation