Granicus is hiring a
Customer Excellence Program Manager

Summary

Join our team as a Customer Excellence Program Manager – Technical Support and help drive excellence in customer experience, operational transformation, and change management within our support services.

Requirements

• 5+ years of program or project management experience, with a strong track record in customer service or technical support roles
• 5+ years of operational experience leading teams and structuring support activities, with a focus on operations transformation and process improvement
• 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 program strategy, 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

Responsibilities

• Help to drive change management efforts across Technical Support and Customer Care, ensuring smooth transitions and stakeholder alignment during operational transformations
• Reimagine and enhance customer interactions by implementing best practices and innovative approaches to improve service quality and customer satisfaction
• Drive initiatives that streamline and optimize support operations, driving efficiency, scalability, and continuous improvement
• Develop and champion creative solutions that enhance Technical Support services, leveraging data-driven insights to identify areas for improvement
• Partner with cross-functional teams, including Operations, Product, Engineering, and Sales, to implement impactful projects that drive customer excellence
• Help to design and execute strategic roadmaps for support transformation on an annual and quarterly basis, ensuring alignment with organizational goals
• Manage and report on project metrics, facilitating high-level meetings to ensure alignment, visibility, and clarity across stakeholders
• Analyze data and performance metrics to drive decision-making and adjust strategies to optimize operational outcomes and customer satisfaction
• Present complex technical and operational concepts to stakeholders at all levels, ensuring clear understanding and actionable insights

Benefits

• Autonomy and Impact: Work with the Principal Program Manager to help make data-driven decisions, lead transformational projects, and drive significant innovation within the organization
• Collaborative Environment: Engage with Technical Support Directors, Managers, Project 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