Sr. Operations Analyst, Customer Experience (CX) - Costa Rica

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 their constituents together. We are on a mission to support our customers by 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 powering an unmatched Subscriber Network that uses 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.

Granicus is looking for a a Senior Operations Analyst to join our Customer Experience (CX) Services Operations team, a joint operations and analytics function serving our Chief Customer Officer’s organization. The CX Services Operations team is a data-driven group that understands and translates complex customer and operational needs into clear insights. This Sr. Operations Analyst plays a pivotal role in ensuring the smooth and efficient operation of our Technical Support team by equipping Granicus leadership with timely reporting and analyses on the state of the frontline operation. You will build, curate and document analyses to increase the impact of the entire team. This individual will report to the Sr. Manager of CX Operations.

What your impact will look like here:

• Monitor key performance metrics, such as response times, resolution rates and customer satisfaction scores to drive improvements and meet service level agreements (SLAs).
• Use tools like Microsoft Excel, Salesforce and/or PowerBI to prepare regular reports and dashboards summarizing key performance metrics, trends, and insights. Your reports will help frontline managers stay on top of team performance and operational delivery.
• Analyze data to identify patterns, areas for improvement, and opportunities to enhance customer satisfaction and retention.
• Become the primary CX Ops point of contact for the Chief Customer Officer, Chief of Staff, Vice President and Directors of Technical Support for any and all reporting needs.
• Proactively identify operational bottlenecks and challenges. Work with Technical Support leadership to develop and implement standard operating procedures (SOPs) to optimize support workflows and enhance efficiency.
• Act as a liaison between the Technical Support team and other internal stakeholders like Business Intelligence and Business Systems to escalate issues and facilitate resolution.
• Conduct internal discovery sessions and interviews to continuously learn about Granicus Technical Support teams and their unique methods for supporting customers. Granicus is the product of many acquisitions; no two teams are exactly alike. 
• Stay informed about industry trends, best practices, and emerging technologies relevant to technical support operations.
• Author internal documentation and status reports; regularly distribute to relevant parties.
• Actively participate in CX Ops team culture; develop strong relationships with your peers and lend a hand wherever needed.
• Be a tireless advocate for leveraging data internally and externally to help achieve corporate objectives.

You'll love this job if you have / can:

• A Bachelor's degree in business administration, information technology, or a related field.
• Proven experience (6+ years) in a similar role, preferably in a SaaS or technology-driven environment.
• Excellent analytical and problem-solving abilities with a focus on data-driven decision-making.
• Exceptional communication skills, both verbal and written, with the ability to effectively interact with diverse stakeholders.
• Demonstrated ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Passion for developing and championing performance metrics and dashboards that enlighten and drive action.
• Experience with customer support platforms, ticketing systems, and CRM software is preferred.
• Experience with data visualization tool like PowerBI, Tableau or QuickSight

Security Requirement:

• 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. 

The Team

- We are a remote-first company with a 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. 

- 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 

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 Benefits 

At Granicus, we offer a competitive benefits package that allows employees to tailor benefits to their needs.