Principal - CX Services Business Operations
New
G
GranicusGovtech SaaS
Australia, Brazil, Canada, France, Germany, India, Italy, Mexico, Spain, United Kingdom, United StatesFull-TimePrincipal
Salary not disclosed
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Job Details
- Experience
- 10+ years
- Required Skills
- Artificial IntelligenceMicrosoft Power BISalesforceTableauBusiness OperationsSaaSProcess improvementData analytics
Requirements
- 10+ years in operations, program management, continuous and process improvement, or strategy roles.
- Experience in either SaaS, Digital Agencies, or Professional Services.
- Proven experience coordinating large-scale, cross-functional efforts involving teams of 100+ contributors.
- Experience with analytical and enterprise systems tools (e.g., Power BI, Tableau, Salesforce).
- Experience with AI and automation solutions rollout.
- Experience optimizing delivery operations and resource allocation models.
- Experience with support analytics and ticketing system optimization.
- Experience in resource planning and utilization forecasting.
- Experience in managing renewal forecasting and churn mitigation.
- Ability to drive standardization across implementation playbooks and tooling.
- Ability to implement and monitor service-level agreements (SLAs).
Responsibilities
- Contribute to cross-CXS programs and standardization efforts.
- Lead AI roadmap and transformation execution in assigned vertical.
- Drive operational cadence of weekly, monthly, and quarterly business reviews.
- Partner with Sales to coordinate customer requests, support contract updates, and RFP responses.
- Partner with centralized Business Analysts to deliver insights and reporting.
- Partner with FP&A to manage resourcing, headcount, financial planning, and partner management.
- Drive capacity planning, process improvement, and stakeholder alignment.
- Enable VP effectiveness through strategic advising and operational support.
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