Granicus
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.
Senior Analyst, CX Operations
Job not on LinkedIn
November 21
Granicus
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
• Own and enhance Balanced Scorecard reporting, including quarterly updates and historical data accuracy. • Consult and maintain Power BI dashboards and reporting systems to support CX metrics and business reviews. • Validate KPI parameters and conditional formatting across reporting platforms. • Document and maintain key operational processes in Confluence and SharePoint. • Lead efforts to audit and update stale documentation across repositories. • Map and optimize workflows for Account Team & Territory Change Management. • Act as a liaison between CX Ops and cross-functional teams, ensuring timely communication and alignment. • Facilitate high-level meetings and report reviews with senior and executive leadership. • Promote adherence to operational guidelines and request protocols (e.g., Jira, Wrike). • Assist in the design and execution of CX Ops strategic roadmaps, aligning quarterly and annual goals with organizational priorities. • Track and report on project metrics to ensure visibility and clarity across stakeholders.
🎯 Requirements
• 3-6 years of experience in Customer Experience Operations and Business Intelligence • Advanced proficiency in Salesforce, MS Excel, Power BI, and Confluence • Expertise in Balanced Scorecard methodology, reporting frameworks, and KPI development • Strong analytical mindset with exceptional attention to detail • Proven experience in managing and preparing efficiency and utilization reports • Exceptional documentation and process mapping capabilities • Excellent communication skills and ability to manage stakeholders across all levels, including senior and executive leadership • Demonstrated ability to work independently, prioritize effectively, and manage multiple concurrent initiatives • Track record of success in process optimization and cross-functional collaboration • Confident leading discussions and presenting insights to executive stakeholders
🏖️ Benefits
• Paid Time Off– Take the time you need to rest, recharge, and live your life. • Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health. • Work From Home Reimbursement – Support a productive home office environment. • Private healthcare benefits - Comprehensive coverage for you and your family. • On-Demand Mental Health Support – Access to Headspace and other wellness tools. • Fitness Reimbursement & Cycle Program – Stay active, your way. • Critical Illness and Life Insurance Benefits • Paid Parental Leave - For both birthing and non-birthing parents. • Pension plan with employer contributions. • Online Learning Platforms – Fuel your professional development. • Competitive Salary & Bonuses – Your contributions are valued and rewarded.
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