Customer Excellence Program Manager - Technical Support

October 3

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Granicus

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Cloud Computing • Streaming Media • Webcasting • Government Transparency • communications

501 - 1000

Description

• Granicus is on a mission to support customers with technology and services for Govtech. • Seeking a Customer Excellence Program Manager to enhance customer experiences and improve operations. • Focus on change management and operational transformation within support services. • Join a remote-first company committed to building inclusive teams.

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.

Benefits

• Employee Resource Groups to encourage diverse voices. • Coffee with Mark sessions for interactions with CEO on important issues. • Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more. • Special guests discussing issues impacting employees in sessions.