Customer Excellence Principal Program Manager – Technical Support

At Granicus, we're transforming the way government engages with its citizens through cutting-edge cloud technology. Our platform connects 150 million people with over 4,000 government organizations at every level.

We are seeking an exceptional Customer Excellence Principal Program Manager – Technical Support to join our team and drive excellence in customer experience, operational transformation, and change management within our support services. If you’re passionate about making a tangible impact and shaping the future of digital government, this is your chance to shine!

Role Overview:

As a key leader in our Customer Experience and Technical Support teams, you will lead initiatives that elevate customer interactions and improve operational efficiency. Your role will focus on redesigning customer experience, transforming support operations, and managing change to drive meaningful improvements across Technical Support and Customer Care.

• Change Management: Lead change management efforts across Technical Support and Customer Care, ensuring smooth transitions and stakeholder alignment during operational transformations.
• Customer Experience Redesign: Reimagine and enhance customer interactions by implementing best practices and innovative approaches to improve service quality and customer satisfaction.
• Operational Transformation: Spearhead initiatives that streamline and optimize support operations, driving efficiency, scalability, and continuous improvement.
• Innovate and Elevate: Develop and champion creative solutions that enhance Technical Support services, leveraging data-driven insights to identify areas for improvement.
• Collaborate and Influence: Partner with cross-functional teams, including Operations, Product, Engineering, and Sales, to implement impactful projects that drive customer excellence.
• Strategize and Execute: Design and execute strategic roadmaps for support transformation on an annual and quarterly basis, ensuring alignment with organizational goals.
• Lead and Align: Manage and report on project metrics, facilitating high-level meetings to ensure alignment, visibility, and clarity across stakeholders.
• Monitor and Adjust: Analyze data and performance metrics to drive decision-making and adjust strategies to optimize operational outcomes and customer satisfaction.
• Communicate Effectively: Present complex technical and operational concepts to stakeholders at all levels, ensuring clear understanding and actionable insights.

• 5+ years of program or project management experience, with a strong track record in customer service or technical support roles.
• 5+ years of operational experience leading teams and structuring support activities, with a focus on operations transformation and process improvement.
• Proven ability to manage change management initiatives that involve cross-functional teams and senior leadership.
• Expertise in using data and metrics to drive continuous improvement and achieve operational excellence.
• Experience in customer experience redesign, with the ability to translate feedback into meaningful service improvements.
• Demonstrated success in owning program strategy, delivering end-to-end solutions, and communicating outcomes to senior leadership.
• A bachelor’s degree in a relevant field (e.g., Business, Operations, Engineering); advanced degrees are a plus.

• Autonomy and Impact: Enjoy the freedom to make data-driven decisions, lead transformational projects, and drive significant innovation within the organization.
• Collaborative Environment: Engage with Technical Support Directors, Managers, Project Managers, and other key stakeholders across the company to deliver seamless support services.
• Cross-Functional Work: Collaborate with diverse teams, including Operations, Finance, Product, and Engineering, to achieve common goals and enhance operational efficiency.

The Team

We area globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be a part of our journey. A few culture highlights include –

-        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.

-        Embracing diversity & fostering a culture of ideation, collaboration & meritocracy

-        We bring in special guests from time to time to discuss issues that impact our employee population

The Company

Serving the People Who Serve the People

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.

Want to know more? See more of what we do here.

The Impact

We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.

The Process

-        Assessment – Take a quick assessment.

-        Phone screen – Speak to one of our talented recruiters to ensure this could be a fit.

-        Hiring Manager/Panel interview – Talk to the hiring manager so they can learn more about you and you about Granicus. Meet more members on the team! Learn more and share more.

-        Reference checks – Provide 2 references so we can hear about your awesomeness.

-        Verbal offer – Let’s talk numbers, benefits, culture and answer any questions.

-        Written offer – Sign a formal letter and get excited because we sure are!

Benefits at Granicus India

Along with the challenges of the job, Granicus offers employees an attractive benefits package which includes –

-        Hospitalization Insurance Policy covering employees and their family members including parents

-        All employees are covered under Personal Accident Insurance & Term Life Insurance policy

-        All employees can avail annual health check facility 

-        Eligible for reimbursement of telephone and internet expenses

-        Wellness Allowance to avail health club memberships and/or access to physical fitness centres

-        Wellbeing Wednesdays which includes 1x global Unplug Day and 2x No Meeting Days every quarter

-        Memberships for ‘meditation and mindfulness ‘ apps including on-demand mental health support 24/7 

-        Access to learning management system Say., Udemy Learning Premium account membership & many more

-        Access to Rewards & recognition portal and quarterly recognition program

Security and Privacy Requirements

-     Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.

-     Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies. 

Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status or any other status protected by applicable law.