Principal - CX Services Business Operations
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Job Description
Principal - CX Services Business Operations driving transformation through scalable capabilities and AI innovation at Granicus. Engaging with VPs and cross-functional teams to achieve operational excellence in the Govtech sector.
Responsibilities:
- Contribute to cross-CXS programs and standardization efforts
- Lead AI roadmap and transformation execution in his vertical
- Drive operational cadence of weekly, monthly and quarterly business reviews
- Lead execution of strategic initiatives and operational priorities
- Partner with Sales to coordinate resolution of customer requests, support contract updates, and contribute to RFP responses by aligning operational and service inputs.
- Partner with centralized Business Analysts to deliver insights and reporting
- Partner with FP&A to own resourcing, headcount, financial planning, and partner management
- Drive capacity planning, process improvement, and stakeholder alignment
- Enable VP effectiveness through strategic advising and operational support
- Facilitate collaboration sessions and build proactive relationships across teams. Adapt messaging based on audience and priorities; integrate storytelling dynamically
- Connect use cases to transformation outcomes and organizational goals
- Proactively detect and remediate systemic issues
- Design automation and scalable workflows
- Create tailored reports with insights and strategic narratives
- Lead initiatives with measurable outcomes
Requirements:
- 10+ years in operations, program management, continuous and process improvement or strategy roles
- Experience in either SaaS, Digital Agencies, or Professional Services
- Proven experience coordinating large-scale, cross-functional efforts involving teams of 100+ contributors to deliver successful program outcomes
- Experience with analytical and enterprise systems tools (such as Power BI, Tableau, Salesforce, …)
- Experience of AI and automations solutions roll out
- Experience optimizing delivery operations and resource allocation models
- Experience with support analytics and ticketing system optimization
- Experience in resource planning and utilization forecasting
- Experience in managing renewal forecasting and churn mitigation
Benefits:
- 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
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