Operations Specialist, Customer Services

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 their constituents together. We are on a mission to support our customers by 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 powering an unmatched Subscriber Network that uses 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.  

We are currently searching for an Operations Specialist to join our Customer Experience (CX) Services Operations team, a joint operations and analytics function serving our Chief Customer Officer’s organization. The CX Services Operations (CX Ops) team is a high-octane organization with an insatiable appetite for success. We are indispensable partners to the teams we support, understanding and translating their complex business needs into multi-faceted solutions with measurable results.  

The Operations Specialist plays a pivotal role in ensuring the seamless execution of our internal processes and customer-facing operations. You will be responsible for optimizing operational workflows, analyzing performance metrics and implementing best practices to enhance service delivery. The Operations Specialist will report directly to the Manager of CX Operations with high connectivity to leaders across the CX Services space up to our senior-most levels. Given the level of interaction with Granicus leadership, it is essential that you demonstrate exceptional professionalism and communication skills. Your ability to handle sensitive information with discretion and provide insightful, strategic support will be critical to your success. If you are passionate about operational excellence and eager to contribute to a forward-thinking SaaS company, we invite you to explore this opportunity. 

• Serve as a subject matter expert on the Granicus "lead to cash” process advising professional services team members on operational best practices, efficient internal workflows and systems usage. Consistently engage with frontline teams and management at Granicus to propose innovative ideas, introduce new processes, and share insights derived from data analysis 

• Proactively identify operational bottlenecks and challenges within Granicus's processes and workflows. Engage with CX leadership to conduct thorough analyses and evaluations, leveraging data-driven insights to inform the development and implementation of tailored standard operating procedures (SOPs) to optimize implementation workflows and enhance efficiency. 

• Use tools like Wrike, Microsoft Excel, Salesforce and/or PowerBI to prepare reports and dashboards summarizing key performance metrics. Help frontline managers glean insights on resource utilization, revenue forecasting, project schedule adherence and product line profitability. 

• Continuously improve the CX Ops enablement curriculum for professional services teams; work with our Learning & Development team to create, administer and refine modules spanning the proper methods for time-tracking, project workflow and customer feedback mechanisms. Build a catalog of modules that teach, test and measure operational knowledge. 

• Play a supporting role in special projects such as the integration of newly acquired SaaS companies into Granicus' internal systems and company culture. Create an exceptionally welcoming learning environment and provide top tier support to new team members while prioritizing adherence to Granicus operational best practices 

• Facilitate internal discovery sessions to consistently understand the diverse methodologies utilized by Granicus CX teams in supporting customers.  

• Author and own documentation for existing operational processes and automated workflows within the CX Ops team. 

• Operationalize the day-to-day maintenance of new tools, solutions, and processes to optimize the CX Teams’ performance. 

• Serve as a pivotal link between Granicus Customer Experience teams and internal stakeholders such as Business Intelligence, Business Systems and Finance, ensuring seamless escalation of issues and facilitating swift resolution.  

• Actively participate in CX Ops team culture; develop strong relationships with your peers and lend a hand wherever needed. Share best practices, improve internal team function and encourage optimal performance across the department 

• Proven experience (5+ years) in a similar role, preferably in a SaaS or technology-driven environment. 

• Advanced use of CRM software (e.g. Salesforce) and project management platforms (e.g. Wrike) required. 

• Demonstrated ability to plan, manage and follow-through on complex, multi-phase internal projects like software platform migrations and/or cross-functional process improvements 

• Complete comfort developing a project plan, tracking progress, holding team members accountable and effectively escalating for additional support when challenges arise 

• Experience supporting M&A activities in a SaaS environment strongly preferred 

• Excellent analytical and problem-solving abilities with a focus on data-driven decision-making. 

• Exceptional communication skills, both verbal and written, can effectively interact with diverse stakeholders. Ability to succinctly summarize a complex problem and propose a comprehensive solution to various levels of leadership 

• Passion for developing and championing performance metrics and dashboards that enlighten and drive action; experience with data visualization tools like PowerBI or Tableau a plus. 

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. 

Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit! 

The Team

- We are a remote-first company with a 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. 

- 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 

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.

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.