Program Manager - Customer Experience Services Enablement

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 Program Manager – Customer Experience Services Enablement 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 member in our Customer Experience and Technical Support teams, you will help to drive 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, Customer Care and CXOps.

• Streamlining Processes: Analyze and identify process improvements specifically aligned with automation opportunities to elevate efficiencies.
• Change Management: Help drive 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: Drive 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: Assist with design and execution of strategic roadmaps for support transformation on an annual and quarterly basis, ensuring alignment with organizational goals.
• Metrics: 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 project management experience, with a strong track record in customer service and / or technical support roles.
• 5+ years of process orientation, with a focus on operations transformation and process streamlining.
• 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 and delivering projects, 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.

At Granicus, we offer a comprehensive and flexible benefits package designed to support your well-being, growth, and work-life balance.

Here’s what you can expect as a India-based team member:

Flexibility & Balance

• 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.

Health & Wellness

• 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

Family & Future

• Paid Parental Leave - For both birthing and non-birthing parents.
  
• Pension plan with employer contributions

Growth & Recognition

• Online Learning Platforms – Fuel your professional development.
  
• Competitive Salary & Bonuses – Your contributions are valued and rewarded.