Granicus is hiring a
Sr. Manager Customer Care Escalations, Remote - United States

Summary

The job is for a Senior Manager of Customer Care and Escalations at Granicus. The role involves leading the customer care team, managing escalations, communicating with executives, advocating for customers, conducting root cause analyses, generating reports, quality assurance, coaching and training, and ensuring information security and privacy.

Requirements

• Bachelor's degree in a relevant field
• 2+ years of project or program management experience
• 3+ years of prior managerial experience in Customer Care or professional services
• Exceptionally strong customer handling and conflict resolution skills
• Excellent decision-making skills to effectively manage the needs of the customer and business
• Goal-driven, with the ability to step back and look at the bigger picture and deal with ambiguity
• A relentless customer-centricity with excellent communication skills, both verbal and written
• Experience working with, presenting to, and influencing senior executives
• Ability to work independently, self-motivated, and demonstrate flexibility in approaching responsibilities and change

Responsibilities

• Lead and supervision: Provide leadership, guidance, and supervision to the Customer Care team, ensuring the effective resolution of customer care issues and escalations
• Escalation Management: Manage escalations from executives or customer-facing teams, driving towards resolution and identifying root causes of customer experience failures
• Communication: Effectively communicate with Granicus executives, customer-facing teams, and other departments to address escalations and resolve customer issues promptly and professionally
• Customer Advocacy: Advocate for customers at the highest levels of the organization, providing detailed root cause analyses and recommendations to top-level executives
• Root Cause Analysis: Conduct detailed root cause analyses of customer issues and present findings and recommendations to relevant stakeholders for process or technology improvements
• Reporting: Generate reports on projects, initiatives, and processes under your care, providing insights and updates to relevant stakeholders
• Quality Assurance: Recognize system and quality concerns contributing to poor customer experiences and communicate them internally and externally as appropriate
• Coaching and Training: Close the loop on continuous improvement acting on identified issues and fixing them

Preferred Qualifications

• Experience working cross functionally with tech and non-tech teams
• Lean and/or Six Sigma Certified
• Familiarity with government or public sector environments and processes
• Proficiency in Spanish and/or French

Benefits

• Flexible Time Off
• Medical (includes an option that is paid 100% by Granicus!), Dental & Vision Insurance
• 401(k) plan with matching contribution
• Paid Parental Leave
• Employer-paid Short and Long Term Disability Insurance, Group Term Life Insurance and AD&D Insurance
• Group legal coverage