Operations Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇨🇷 Costa Rica – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

👻 Ghost score 10%

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Granicus

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1999

🏛️ Government

☁️ SaaS

📋 Compliance

Government • SaaS • Compliance

Granicus is a company focused on transforming the way governments interact with their constituents through digital services and technology solutions. It provides the Government Experience Cloud to improve service delivery, community engagement, and operational efficiency across local, state, and federal governments. Granicus offers tools for agenda and meeting management, digital communication and engagement, public records management, and more, all designed to enhance customer experience and foster transparent and equitable interactions between governments and the people they serve.

📋 Description

• Identify operational bottlenecks and analyze root causes • Develop and implement standard operating procedures for Implementation workflows • Author and maintain documentation for operational processes and automated workflows • Propose innovative processes and share data-driven insights • Prepare reports and dashboards using Wrike, Microsoft Excel, and Salesforce • Help managers interpret utilization, resource forecasting, revenue forecasting, and timesheet reporting • Identify trends, risks, and issues and explain their business impact • Provide operational workflow, systems, and tooling guidance • Support Implementation Project Managers with tool assistance, project navigation, troubleshooting, and maintenance • Support timesheet management, project assignments, quality checks, SKU maintenance, and KPI management • Manage Wrike users and support platform governance • Operationalize and maintain tools, solutions, and processes • Own the CX Ops training curriculum • Develop, administer, and refine training modules • Deliver live enablement sessions in English to large groups • Facilitate internal discovery sessions with CX teams • Coordinate between Customer Experience, Business Systems, Finance, and other stakeholders • Ensure effective issue escalation and timely resolution • Contribute to CX Ops team culture and peer relationships • Embed AI into day-to-day work and translate data and AI-generated insights into actionable narratives

🎯 Requirements

• Five or more years of experience in a similar operations role, preferably in a SaaS or technology-driven environment • Experience in a post-sales organization; Professional Services or Client Delivery experience is strongly preferred • Demonstrated end-to-end process improvement experience, including discovery, solution development and proposal, implementation coordination, communication, and enablement • Advanced experience with CRM software such as Salesforce and project management or professional services automation platforms; Wrike experience is strongly preferred • Strong analytical and problem-solving abilities, with experience identifying trends or issues and developing data-driven commentary and recommendations • Training and enablement experience, including confidence presenting live in English to large groups and helping audiences adopt new processes or tools • Exceptional verbal and written communication skills across multiple seniority levels • Ability to plan, manage, and follow through on complex, multi-phase internal projects • Ability to translate data into a clear story with concise, actionable commentary • A business degree or equivalent practical experience • Familiarity with AI tools applied to operational workflows, reporting, or process documentation • Experience with business intelligence or data visualization tools such as Power BI or Tableau • Background in public sector, government technology, or civic engagement SaaS environments • Experience supporting or leading acquisition integrations, platform migrations, or large-scale cross-functional transformation initiatives • Familiarity with Granicus products, CX delivery models, or government digital services • Responsible for preserving the confidentiality, integrity, and availability of Granicus information assets • Responsible for ensuring employee and customer data privacy and completing required privacy training

🏖️ Benefits

• Employee Resource Groups to encourage diverse voices • Coffee with Mark sessions with the CEO • Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more • Special guests discussing issues impacting employees • Remote-first work environment • Globally distributed workforce

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