Senior Analyst, CX Operations

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.

Want to know more? See more of what we do here.

Job Summary:

We are seeking a detail-oriented and proactive Senior Analyst to join our Customer Experience Operations team. This role is pivotal in driving operational excellence through robust reporting, process optimization, and strategic stakeholder engagement. The ideal candidate will possess deep expertise in Salesforce, Balanced Scorecard frameworks, and Customer Experience KPIs, with a strong analytical mindset and a passion for continuous improvement.

What Your Impact Will Look Like:

Reporting & Analytics

Own and enhance Balanced Scorecard reporting, including quarterly updates and historical data accuracy.

Consult and maintain Power BI dashboards and reporting systems to support CX metrics and business reviews.

Validate KPI parameters and conditional formatting across reporting platforms.

Documentation & Process Optimization

Document and maintain key operational processes in Confluence and SharePoint.

Lead efforts to audit and update stale documentation across repositories.

Map and optimize workflows for Account Team & Territory Change Management.

Stakeholder Communication & Governance

Act as a liaison between CX Ops and cross-functional teams, ensuring timely communication and alignment.

Facilitate high-level meetings and report reviews with senior and executive leadership.

Promote adherence to operational guidelines and request protocols (e.g., Jira, Wrike).

Strategic Execution

Assist in the design and execution of CX Ops strategic roadmaps, aligning quarterly and annual goals with organizational priorities.

Track and report on project metrics to ensure visibility and clarity across stakeholders

You Will Love This Job If You Have:

3-6 years of experience in Customer Experience Operations and Business Intelligence

Advanced proficiency in Salesforce, MS Excel, Power BI, and Confluence

Expertise in Balanced Scorecard methodology, reporting frameworks, and KPI development

Strong analytical mindset with exceptional attention to detail

Proven experience in managing and preparing efficiency and utilization reports

Exceptional documentation and process mapping capabilities

Excellent communication skills and ability to manage stakeholders across all levels, including senior and executive leadership

Demonstrated ability to work independently, prioritize effectively, and manage multiple concurrent initiatives

Track record of success in process optimization and cross-functional collaboration

Confident leading discussions and presenting insights to executive stakeholders

Job Info

• Shift work required
• Remote - INDIA

About Us:

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

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.

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 comprehensive and flexible benefits package designed to support your well-being, growth, and work-life balance.

Here's what you can expect as a India-based team member:

Flexibility & Balance

• Paid Time Off– Take the time you need to rest, recharge, and live your life.
• Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health.
• Work From Home Reimbursement – Support a productive home office environment.

Health & Wellness

• Private healthcare benefits - Comprehensive coverage for you and your family.
• On-Demand Mental Health Support – Access to Headspace and other wellness tools.
• Fitness Reimbursement & Cycle Program – Stay active, your way.
• Critical Illness and Life Insurance Benefits

Family & Future

• Paid Parental Leave - For both birthing and non-birthing parents.
• Pension plan with employer contributions

Growth & Recognition

• Online Learning Platforms – Fuel your professional development.
• Competitive Salary & Bonuses – Your contributions are valued and rewarded.