Principal - CX Services Business Operations

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

Focused 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.

Essential Functions

What Your Impact Will Look Like

• 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

Knowledge/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

• 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

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.

• We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

• 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

• 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 .