[Hiring] Operations Specialist @Granicus LAC

Role Description

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.

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.

Qualifications

• 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

Requirements

• Identify operational bottlenecks across processes, departments, platforms, and workflows, and analyze their root causes
• Demonstrates a strong result-oriented mindset, is persistent, and is comfortable independently navigating unfamiliar or ambiguous problems
• Approaches problems with a practical test-and-learn mindset
• 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
• 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
• 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
• Own the CX Ops training curriculum for Implementation teams
• Serve as a key link between Customer Experience teams and internal stakeholders

Benefits

• Remote-first company with a globally distributed workforce
• Employee Resource Groups to encourage diverse voices
• Interactive sessions with leadership on important issues
• Communities focused on wellness, art, family, and more