Operations Specialist

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 Senior Operations Specialist, CX Ops is an individual contributor role within the Customer Experience (CX) Operations team, supporting Implementation teams across Granicus. This role is focused on operational enablement, process excellence, tooling stewardship, and cross-functional coordination.

The CX Operations team serves as a connective layer between frontline CX teams and internal partners, ensuring that Implementation teams are equipped with clear processes, effective tools, and actionable insights to deliver consistent, high-quality customer outcomes. The Senior CX Operations Specialist plays a critical role in translating operational complexity into scalable standards and practical guidance for teams — operating independently across a wide range of work, from daily administrative tasks to highly strategic priorities, while remaining organized, dependable, and accountable.

AI tools are a standard part of how this role operates. The Senior CX Operations Specialist is expected to actively embed AI into day-to-day work, continuously build AI capability, and translate data and AI-generated insights into clear, actionable narratives that connect operational decisions to broader business outcomes.

Process Improvement & Documentation

• Identify operational bottlenecks across processes, departments, platforms, and workflows, and analyze their root causes
• Independent Problem-Solving and Ownership: Demonstrates a strong result-oriented mindset, is persistent, and is comfortable independently navigating unfamiliar or ambiguous problems. Proactively investigates options, uses available information and resources, and brings forward recommended solutions rather than relying on step-by-step direction.
• Experimentation and Continuous Improvement: Approaches problems with a practical test-and-learn mindset. Willing to try new ideas, assess results, learn from unsuccessful approaches, and adapt until an effective solution is found—without requiring continuous guidance or reassurance.
• Partner with CX leadership to develop and implement tailored standard operating procedures that improve Implementation workflows and efficiency
• Author and own documentation for operational processes and automated workflows
• Engage with operating teams and management to propose innovative ideas, introduce new processes, and share insights derived from data analysis

Reporting & Analytics

• Prepare regular reports and dashboards using Wrike, Microsoft Excel, and Salesforce to summarize key performance metrics
• Help frontline managers interpret Utilization, Resource Forecasting, Revenue Forecasting, and Timesheet reporting
• Identify trends, risks, or issues in operational data and provide concise commentary explaining what the data means and why it matters to business outcomes

Operational Support & Tooling

• Serve as a subject matter expert on operational workflows, systems, and tools, providing guidance to team members and management
• Provide day-to-day operational support to Implementation Project Managers, including tool assistance, project navigation, troubleshooting, and maintenance
• Support timesheet management, project assignments and quality checks, SKU maintenance, and KPI management
• Manage Wrike users and support platform governance
• Operationalize and maintain new tools, solutions, and processes to optimize CX team performance

Training & Enablement

• Own the CX Ops training curriculum for Implementation teams
• Develop, administer, and refine a catalog of modules that teach, test, and measure operational knowledge across time-tracking, project administration, resource management, and other relevant topics
• Deliver live enablement sessions in English to large groups when required
• Facilitate internal discovery sessions to understand how Granicus CX teams support customers

Cross-Functional Coordination

• Serve as a key link between Customer Experience teams and internal stakeholders, including Business Systems and Finance
• Ensure effective issue escalation and timely resolution
• Contribute actively to CX Ops team culture, build strong peer relationships, and support the team wherever needed

Knowledge, Skills, and Abilities

• 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 demonstrated 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, with the ability to engage effectively with diverse stakeholders across multiple seniority levels
• Demonstrated ability to plan, manage, and follow through on complex, multi-phase internal projects such as acquisition integrations, software platform migrations, and cross-functional process improvements
• Demonstrated ability to translate data into a clear story: identifying trends, risks, or issues and providing concise, actionable commentary
• A business degree or equivalent practical experience

Preferred Qualifications

• Experience with Monday.com, ClickUp, Kantata, or Rocketlane in a professional services or implementation context
• Familiarity with AI tools applied to operational workflows, reporting, or process documentation
• Experience with business intelligence or data visualization tools (e.g., Power BI, 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

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!

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.

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.