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 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.
Job Summary:
We are seeking a Senior CX Operations Specialist to join our Customer Experience (CX) Operations team, supporting Implementation teams across Granicus. This is an individual contributor role 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.
Job Info
- Shift work required
- Remote - INDIA
What Your Impact Will Look Like:
- Operational Advisory and Subject Matter Expertise
- 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.
- Training and Enablement
- Own and maintain the CX Operations training curriculum for Implementation teams.
- Design and deliver training modules covering operational processes, tools, and compliance expectations.
- Ensure training programs teach, test, and measure adoption and operational consistency.
- Update training materials as workflows, systems, and governance evolve.
- Process Improvement and SOP Development
- 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.
- Ensure SOPs are practical, usable, and embedded into daily operations.
- Conduct periodic audits to confirm adoption and refine processes as needed.
- Tools and System Ownership (Wrike, Salesforce, Confluence)
Wrike System Administration and Governance
- Serve as the primary Wrike System Administrator and account owner responsible for platform governance, configuration, and long-term scalability.
- Design and maintain core Wrike structures including workflows, request forms, templates, custom fields, routing logic, dashboards, and permissions.
- Lead end-to-end Wrike change management including requirements gathering, configuration, testing, rollout planning, training updates, and post-launch adoption monitoring.
- Troubleshoot technical issues and partner with Wrike Support for escalations or platform-level questions.
- Ensure overall reliability of CX operational tools that support Implementation workflows.
Cross-System Coordination
- Partner with system owners for Salesforce, Confluence, and other platforms to address enhancements, issues, and change readiness.
- Ensure alignment of process and data across tools and systems.
- Analytics, KPIs, and Executive Reporting
- Own recurring operational reporting and analytics for CX Operations.
- Design new KPIs, define metric logic, and build initial manual calculations to validate accuracy.
- Troubleshoot data issues and collaborate with Systems or Data teams to correct gaps.
- Produce leadership-ready insights, reports, and recommendations.
- Ensure reporting reflects operational health, adoption, risk, and capacity.
- Documentation and Knowledge Management
- Own, write, and maintain all documentation for CX operational processes and automated workflows.
- Ensure Confluence content is accurate, up-to-date, and easy to navigate.
- Conduct documentation audits to remove outdated guidance and maintain clarity.
- Cross-Functional Partnership and Technical Requirements
- Serve as the operational liaison between CX Operations, Implementation teams, Business Systems, Finance, and other internal groups.
- Translate business and process needs into clear technical requirements, user stories, acceptance criteria, and test scenarios.
- Lead or support UAT, post-launch validation, and feedback cycles to ensure successful adoption.
- Handle escalations, ensuring cross-team alignment on priorities and dependencies.
- Financial Alignment and Revenue Accuracy
- Support operational processes tied to revenue recognition, billing dependencies, credits, scope changes, and milestone tracking.
- Maintain foundational understanding of B2B financial concepts and contract structures.
- Partner with Finance to ensure operational accuracy supports revenue recognition, forecasting, and compliance.
- Ensure Implementation processes do not introduce financial or governance risk.
- Operational Intake and Roadmap Ownership
- Own the intake process for Implementation Services operational requests.
- Evaluate, prioritize, and track improvement requests based on impact, urgency, and scalability.
- Maintain an operational roadmap balancing immediate issues, medium-term enhancements, and long-term scalability initiatives.
- Provide transparency to stakeholders on priorities, timelines, and tradeoffs.
- Team and Culture
- Contribute actively to a collaborative and high-performing CX Operations team culture.
- Build strong relationships across CX and cross-functional teams to ensure shared success.
- Model operational excellence, accountability, and continuous improvement.
You Will Love This Job If You Have:
• 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.
Technical Proficiency
Advanced proficiency with:
• Salesforce (operational usage, reporting support, and workflow understanding)
• Wrike or similar work and project management platforms
• Confluence (documentation and knowledge management)
Core Skills
Proven ability to:
• Design, document, and operationalize SOPs
• Build and deliver training programs for operational processes and tools
• Translate complex workflows into clear, usable guidance for end users
Additional Skills
• Strong analytical and problem-solving skills, with the ability to use data to inform decisions.
• Excellent written and verbal communication skills, with the ability to influence without authority.
• Highly organized, self-directed, and comfortable managing multiple concurrent initiatives as an individual contributor.
Nice to Have
• Experience working with dashboards or reports in Power BI or similar tools, focused on consumption and interpretation.
• Familiarity with utilization metrics, capacity planning, or project delivery metrics in professional services or implementation environments.
About Us:
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.
