Manager, CX Services Operations

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 & Automate 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 (preferably SaaS environment).
• 5+ years leading teams, with a record of developing talent and delivering operational improvements.
• Demonstrated ability to translate sales pipeline estimates into delivery resource plans.
• Deep experience in Services Operations including time entry/utilization tracking & Bonus metrics.
• 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 transformational 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!