Job Description

We're seeking a Manager of CX Services Operations to join our CX Services Enablement (CXSE) team - the engine driving scalable, efficient, and data-informed service delivery across the customer lifecycle. In this high-impact role, you will own and optimize the operational backbone of our Customer Experience Services organization (includes functions such as Customer Success, Implementation, and Technical Support), focusing on financial discipline, capacity planning, project efficiency, and scalable processes.This is a great opportunity for a hands-on operations leader who thrives in cross-functional environments and has a proven ability to turn data into action. You'll lead a lean team, build systems that scale, and collaborate closely with senior leaders in Professional Services, Finance, and Customer Experience. What your impact will look like here:

• Lead & Develop a High-Performing Team: Manage and mentor a team of 5-10 operations professionals with a culture of accountability, continuous improvement, and customer-centric thinking.
• Drive Operational Excellence: Identify and implement improvements across internal business operations to increase team efficiency and customer satisfaction and support the strategic advancement of the CXS organization.
• Forecasting & Capacity Planning: Own the forecasting process for services demand across Implementation and Technical Support, from early-stage sales estimates to post-sale service delivery. Translate revenue forecasts-especially Non-Recurring Revenue and new product implementations-into actionable staffing and capacity plans. Monitor delivery performance against forecasts to ensure SLA attainment and resource optimization.
• Facilitate Strategic Planning with Finance & Leadership: Act as the operational liaison between CX Services and Finance. Support the development and refinement of the Annual Operating Plan (AOP), align headcount and delivery targets with evolving product-line revenue expectations, and ensure timely plan adjustments throughout the year.
• Optimize Financial Reporting: Own the accuracy and distribution of various financial metrics across the CXS landscape, including project delivery and budget adherence, margin performance, revenue retention and expansion, and customer satisfaction. Drive reporting and forecast accuracy in collaboration with Finance.
• Standardize Delivery Processes: Develop and enforce consistent operating procedures across CX Services teams-from customer onboarding to project completion and beyond-to improve quality and repeatability.
• Build Scalable Reporting: Own the design and maintenance of operational dashboards and reporting systems that offer real-time visibility into key performance indicators. Partner with Business Analytics and Business Systems teams to continually advance offerings.
• Enable Data-Driven Decision Making: Analyze operations data to identify trends, surface risks, and recommend actions that improve performance and profitability.
• Collaborate Laterally and Vertically: Act as a critical bridge between Professional Services, Customer Success, Finance, and Senior Leadership team, ensuring aligned goals and streamlined operations.
• Champion Tooling, Automation and AI: Recommend and implement Technologies that enhance productivity, automation, and insights across service delivery workflows.

You will love this job if you have:

• 10+ years of experience in Software Services operations.
• 5+ years leading teams, with a record of developing talent and delivering operational improvements.
• Strong experience in capacity planning, workforce modeling, and forecasting methodologies across Implementation and Support teams.
• Demonstrated ability to translate sales pipeline estimates into delivery resource plans.
• Deep experience in Services Operations including time entry/utilization tracking, operational KPI's, staffing/capacity planning, and staff onboarding and transition.
• Experience driving a tight partnership with Sales/Legal including the handoff process to Services, SOW/Pricing creation/negotiation, and customer change orders.
• Strong background in cross-functional collaboration with Finance (FP&A and Accounting) managing all aspects of the business P&L. This includes revenue recognition and forecasting, billing and invoicing, and departmental budget tracking.
• Practical knowledge of project delivery methodologies (Agile, Waterfall) and tools such as Wrike, Smartsheet, or MS Project.
• Experience with BI and ERP tools (e.g., Tableau, Power BI, Salesforce, NetSuite) to drive performance tracking and insights.
• Strong MS Office skills especially Excel and PowerPoint.
• Familiarity with process improvement frameworks (Lean, Six Sigma) and a demonstrated ability to implement change.
• Excellent communication and collaboration skills, capable of influencing stakeholders across technical and non-technical teams.

Why Join Us?

• This role puts you at the center of our customer-facing services strategy. You'll shape how we scale delivery, drive business value, and continuously improve the customer journey. If you enjoy building systems that make complex operations simpler and more effective-this is your place to thrive.

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!The TeamWe area globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.The CultureAt 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.- Embracing diversity & fostering a culture of ideation, collaboration & meritocracy- We bring in special guests from time to time to discuss issues that impact our employee populationThe CompanyServing the People Who Serve the PeopleGranicus 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 .The ImpactWe 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 .The Process- Assessment - Take a quick assessment.- Phone screen - Speak to one of our talented recruiters to ensure this could be a fit.- Coding - Take a quick coding test online.- Hiring Manager/Panel interview - Talk to the hiring manager so they can learn more about you and you about Granicus. Meet more members on the team! Learn more and share more.- Reference checks - Provide 2 references so we can hear about your awesomeness.- Verbal offer - Let's talk numbers, benefits, culture and answer any questions.- Written offer - Sign a formal letter and get excited because we sure are!Benefits at Granicus IndiaAlong with the challenges of the job, Granicus offers employees an attractive benefits package which includes -- Hospitalization Insurance Policy covering employees and their family members including parents- All employees are covered under Personal Accident Insurance & Term Life Insurance policy- All employees can avail annual health check facility- Eligible for reimbursement of telephone and internet expenses- Wellness Allowance to avail health club memberships and/or access to physical fitness centres- Wellbeing Wednesdays which includes 1x global Unplug Day and 2x No Meeting Days every quarter- Memberships for 'meditation and mindfulness ' apps including on-demand mental health support 24/7- Access to learning management system Say., Udemy Learning Premium account membership & many more- Access to Rewards & recognition portal and quarterly recognition programSecurity 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.Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status or any other status protected by applicable law.

Granicus