Program Manager - Customer Experience Services Enablement
Job Summary
Job Description
Granicus is seeking an exceptional Program Manager – Customer Experience Services Enablement to drive excellence in customer experience, operational transformation, and change management within their support services. The role focuses on redesigning customer experience, transforming support operations, and managing change to improve Technical Support, Customer Care, and CXOps. Key responsibilities include streamlining processes through automation, managing cross-functional change initiatives, enhancing customer interactions, optimizing support operations, developing data-driven solutions, and collaborating with various teams to implement impactful projects. The program manager will also assist in designing strategic roadmaps for support transformation and managing project metrics to ensure stakeholder alignment.
Must have:
- 5+ years of project management experience
- 5+ years of process orientation
- Proven ability to manage change initiatives
- Expertise in using data and metrics for improvement
- Experience in customer experience redesign
- Demonstrated success in project delivery
- Bachelor's degree in a relevant field
Perks:
- Hospitalization Insurance Policy
- Personal Accident Insurance & Term Life Insurance
- Annual health check facility
- Reimbursement of telephone and internet expenses
- Wellness Allowance
- Wellbeing Wednesdays (Unplug Day, No Meeting Days)
- Meditation and mindfulness apps, 24/7 mental health support
- Access to Udemy Learning Premium
- Rewards & recognition portal
4 skills required
Job Details
At Granicus, we're transforming the way government engages with its citizens through cutting-edge cloud technology. Our platform connects 150 million people with over 4,000 government organizations at every level.
We are seeking an exceptional Program Manager – Customer Experience Services Enablement to join our team and drive excellence in customer experience, operational transformation, and change management within our support services. If you’re passionate about making a tangible impact and shaping the future of digital government, this is your chance to shine!
Role Overview:
As a key member in our Customer Experience and Technical Support teams, you will help to drive initiatives that elevate customer interactions and improve operational efficiency. Your role will focus on redesigning customer experience, transforming support operations, and managing change to drive meaningful improvements across Technical Support, Customer Care and CXOps.
What your impact will look like here:
- Streamlining Processes: Analyze and identify process improvements specifically aligned with automation opportunities to elevate efficiencies.
- Change Management: Help drive change management efforts across Technical Support and Customer Care, ensuring smooth transitions and stakeholder alignment during operational transformations.
- Customer Experience Redesign: Reimagine and enhance customer interactions by implementing best practices and innovative approaches to improve service quality and customer satisfaction.
- Operational Transformation: Drive initiatives that streamline and optimize support operations, driving efficiency, scalability, and continuous improvement.
- Innovate and Elevate: Develop and champion creative solutions that enhance Technical Support services, leveraging data-driven insights to identify areas for improvement.
- Collaborate and Influence: Partner with cross-functional teams, including Operations, Product, Engineering, and Sales, to implement impactful projects that drive customer excellence.
- Strategize and Execute: Assist with design and execution of strategic roadmaps for support transformation on an annual and quarterly basis, ensuring alignment with organizational goals.
- Metrics: Manage and report on project metrics, facilitating high-level meetings to ensure alignment, visibility, and clarity across stakeholders.
- Monitor and Adjust: Analyze data and performance metrics to drive decision-making and adjust strategies to optimize operational outcomes and customer satisfaction.
- Communicate Effectively: Present complex technical and operational concepts to stakeholders at all levels, ensuring clear understanding and actionable insights.
You will love this job if you have:
- 5+ years of project management experience, with a strong track record in customer service and / or technical support roles.
- 5+ years of process orientation, with a focus on operations transformation and process streamlining.
- Proven ability to manage change management initiatives that involve cross-functional teams and senior leadership.
- Expertise in using data and metrics to drive continuous improvement and achieve operational excellence.
- •Experience in customer experience redesign, with the ability to translate feedback into meaningful service improvements.
- Demonstrated success in owning and delivering projects, delivering end-to-end solutions, and communicating outcomes to senior leadership.
- A bachelor’s degree in a relevant field (e.g., Business, Operations, Engineering); advanced degrees are a plus.
Additional Information:
- Autonomy and Impact: Enjoy the freedom to make data-driven decisions, lead transformational projects, and drive significant innovation within the organization.
- Collaborative Environment: Engage with Vice Presidents, Directors, Managers & Program Managers and other key stakeholders across the company to deliver seamless support services.
- Cross-Functional Work: Collaborate with diverse teams, including Operations, Finance, Product, and Engineering, to achieve common goals and enhance operational efficiency.
Join us at Granicus and be a part of a team dedicated to enhancing government services through operational excellence, customer experience transformation, and innovative support solutions.
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 Team
We area globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.
The Culture
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.
- 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 population
The Company
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.
The Impact
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.
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 India
Along 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 program
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.
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.
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