Principal - CX Services Business Operations

The 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 here.Job SummaryFocused on accelerating transformation across CXS through scalable capabilities and AI-driven innovation, this centrally managed role serves as a strategic partner embedded within each VP’s leadership team. Operating with a dotted-line alignment, the Principal CXS Business Ops works closely with functional VPs and is deeply involved in daily business rhythms to drive outcomes, surface insights, deliver reporting, and coordinate execution with FP&A, Operations Excellence, and Business Analytics. The role promotes consistency, enablement, and shared learning across the organization, with regional engagement focused specifically on the development, deployment, and compliance with global operating methods and systems, and the effective use of AI. What Your Impact Will Look LikeEssential Functions 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 You Will Love This Job If You HaveKnowledge/Skills/Abilities: Analytical skills: Ability to identify patterns and trends in data to inform the development of effective operational systems and surface business performance risk and highlights Communication skills: Capable of clearly conveying insights and collaborating across teams to drive strategic decisions. Exceptional communication skills (influencing without authority, storytelling) Operates with greater autonomy and is expected to lead initiatives Shapes strategy and influences cross-functional outcomes. Ability to drive standardization across implementation playbooks and tooling Ability to implement and monitor service-level agreements (SLAs) Ability to scale service offerings through repeatable delivery models Ability to drive adoption strategies and value realization programs Experience/Credentials: 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 About UsDon’t have all the skills/experience mentioned ab