Principal - CX Services Business Operations

Job not on LinkedIn

🕒 February 27

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

⚙️ Business Operations

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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

• 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