Senior Operations Specialist – Customer Experience Services
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Job Description
Senior Operations Specialist focusing on operational enablement and process excellence for CX teams at Granicus. Provide subject matter expertise and maintain training programs for Implementation teams.
Responsibilities:
- Serve as the subject matter expert for CX operational workflows, tools, and standards.
- Provide hands-on guidance to Implementation teams, ensuring operational standards are correctly interpreted and applied.
- Engage with frontline teams and CX leadership to identify improvement opportunities based on qualitative insights and operational data.
- Advise on best practices for time tracking, project administration, resource management, and operational compliance.
- Own and maintain the CX Operations training curriculum for Implementation teams.
- Design and deliver training modules covering operational processes, tools, and compliance expectations.
- Update training materials as workflows, systems, and governance evolve.
- Identify workflow bottlenecks, inconsistencies, and adoption gaps across Implementation processes.
- Analyze insights with CX leadership to determine improvement opportunities.
- Develop, document, and implement SOPs that improve consistency, efficiency, and operational effectiveness.
- Conduct periodic audits to confirm adoption and refine processes as needed.
- Serve as the primary Wrike System Administrator and account owner responsible for platform governance, configuration, and long-term scalability.
- Partner with system owners for Salesforce, Confluence, and other platforms to address enhancements, issues, and change readiness.
Requirements:
- 8+ years of experience in CX Operations, Implementation Operations, Business Operations, or a similar operational enablement role (SaaS or technology environments preferred).
- Deep, hands-on experience supporting Implementation teams in an operational capacity.
- Experience designing KPIs and producing executive-ready operational reporting, including metric definition, validation, and ongoing maintenance.
- Demonstrated experience administering and governing a work management platform (Wrike strongly preferred), including workflow design, request form creation, and end-to-end change management.
- Ability to translate business requirements into technical requirements and validate outcomes through UAT and post-launch monitoring.
- Working knowledge of B2B financial and account concepts, with an understanding of how operational actions impact billing, revenue recognition, and forecasting.
- Confident and experienced in presenting to senior and executive leadership, engaging in strategic discussions, advising on operational impacts, and influencing decisions.
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.
- Training programs to teach, test, and measure adoption and operational consistency
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