We’re seeking a Manager of CX Services Operations to join our CX Services Enablement (CXSE) team — the engine driving scalable, efficient, and data-informed service delivery across the customer lifecycle. In this high-impact role, you will own and optimize the operational backbone of our Customer Experience Services organization (includes functions such as Customer Success, Implementation, and Technical Support), focusing on financial discipline, capacity planning, project efficiency, and scalable processes . This is a great opportunity for a hands-on operations leader who thrives in cross-functional environments and has a proven ability to turn data into action. You’ll lead a lean team, build systems that scale, and collaborate closely with senior leaders in Professional Services, Finance, and Customer Experience. What your impact will look like here: Lead & Develop a High-Performing Team : Manage and mentor a team of 5–10 operations professionals with a culture of accountability, continuous improvement, and customer-centric thinking. Drive Operational Excellence : Identify and implement improvements across internal business operations to increase team efficiency and customer satisfaction and support the strategic advancement of the CXS organization. Forecasting & Capacity Planning: Own the forecasting process for services demand across Implementation and Technical Support, from early-stage sales estimates to post-sale service delivery. Translate revenue forecasts—especially Non-Recurring Revenue and new product implementations—into actionable staffing and capacity plans. Monitor delivery performance against forecasts to ensure SLA attainment and resource optimization. Facilitate Strategic Planning with Finance & Leadership: Act as the operational liaison between CX Services and Finance. Support the development and refinement of the Annual Operating Plan (AOP), align headcount and delivery targets with evolving product-line revenue expectations, and ensure timely plan adjustments throughout the year. Optimize Financial Reporting : Own the accuracy and distribution of various financial metrics across the CXS landscape, including project delivery and budget adherence, margin performance, revenue retention and expansion, and customer satisfaction. Drive reporting and forecast accuracy in collaboration with Finance. Standardize Delivery Processes : Develop and enforce consistent operating procedures across CX Services teams—from customer onboarding to project completion and beyond—to improve quality and repeatability. Build Scalable Reporting : Own the design and maintenance of operational dashboards and reporting systems that offer real-time visibility into key performance indicators. Partner with Business Analytics and Business Systems teams to continually advance offerings. Enable Data-Driven Decision Making : Analyze operations data to identify trends, surface risks, and recommend actions that improve performance and profitability. Collaborate Laterally and Vertically : Act as a critical bridge between Professional Services, Customer Success, Finance, and Senior Leadership team, ensuring aligned goals and streamlined operations. Champion Tooling, Automation and AI : Recommend and implement Technologies that enhance productivity, automation, and insights across service delivery workflows. You will love this job if you have: 10+ years of experience in Software Services operations. 5+ years leading teams , with a record of developing talent and delivering operational improvements. Strong experience in capacity planning, workforce modeling, and forecasting methodologies across Implementation and Support teams. Demonstrated ability to translate sales pipeline estimates into delivery resource plans. Deep experience in Services Operations including time entry/utilization tracking, operational KPI’s, staffing/capacity planning, and staff onboarding and transition. Experience driving a tight partnership with Sales/Legal including the handoff process to Services, SOW/Pricing creation/negotiation, and customer change orders. Strong background in cross-functional collaboration with Finance (FP&A and Accounting) managing all aspects of the business P&L. This includes revenue recognition and forecasting, billing and invoicing, and departmental budget tracking. Practical knowledge of project delivery methodologies (Agile, Waterfall) and tools such as Wrike, Smartsheet, or MS Project. Experience with BI and ERP tools (e.g., Tableau, Power BI, Salesforce, NetSuite) to drive performance tracking and insights. Strong MS Office skills especially Excel and PowerPoint. Familiarity with process improvement frameworks (Lean, Six Sigma) and a demonstrated ability to implement change. Excellent communication and collaboration skills , capable of influencing stakeholders across technical and non-technical teams. Why Join Us? This role puts you at the center of our customer-facing services strategy. You’ll shape how we scale delivery, drive business value, and continuously improve the customer journey. If you enjoy building systems that make complex operations simpler and more effective—this is your place to thrive. 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! The Team We area 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. - Embracing diversity & fostering a culture of ideation, collaboration & meritocracy - We bring in special guests from time to time to discuss issues that impact our employee population 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 . 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 Process - Assessment – Take a quick assessment. - Phone screen – Speak to one of our talented recruiters to ensure this could be a fit. - Coding – Take a quick coding test online. - Hiring Manager/Panel interview – Talk to the hiring manager so they can learn more about you and you about Granicus. Meet more members on the team! Learn more and share more. - Reference checks – Provide 2 references so we can hear about your awesomeness. - Verbal offer – Let’s talk numbers, benefits, culture and answer any questions. - Written offer – Sign a formal letter and get excited because we sure are! Benefits at Granicus India Along with the challenges of the job, Granicus offers employees an attractive benefits package which includes – - Hospitalization Insurance Policy covering employees and their family members including parents - All employees are covered under Personal Accident Insurance & Term Life Insurance policy - All employees can avail annual health check facility - Eligible for reimbursement of telephone and internet expenses - Wellness Allowance to avail health club memberships and/or access to physical fitness centres - Wellbeing Wednesdays which includes 1x global Unplug Day and 2x No Meeting Days every quarter - Memberships for ‘meditation and mindfulness ‘ apps including on-demand mental health support 24/7 - Access to learning management system Say., Udemy Learning Premium account membership & many more - Access to Rewards & recognition portal and quarterly recognition program 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. Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status or any other status protected by applicable law. Show more Show less

We are seeking an experienced Data Scientist III to join our team. In this role, you will manage the entire data science lifecycle, including data acquisition, preparation, model development, deployment, and monitoring. You will apply advanced techniques in Python programming, machine learning (ML), deep learning (DL), and generative AI to address complex challenges and develop high-impact solutions. Your role will involve leading projects, collaborating with cross-functional teams, and driving data-driven decision-making across the organization. What your impact will look like here: Advanced Model Development: Design, develop, and implement sophisticated machine learning and deep learning models for applications such as customer churn prediction, recommendation systems, and advanced anomaly detection. Programming and Libraries: Utilize Python and its advanced libraries (e.g., TensorFlow, PyTorch, Scikit-learn) to build and optimize models. Generative AI Exploration: Leverage cutting-edge generative AI techniques to create innovative solutions for complex problems and enhance engagement strategies. Leadership and Collaboration: Lead cross-functional teams, including product managers, engineers, and data analysts, to translate business needs into effective data-driven solutions. Integration and Deployment: Oversee the integration of models into production systems, ensuring seamless deployment and performance. Pipeline Management: Develop and maintain robust data pipelines for ingestion, transformation, and model training. Performance Monitoring: Continuously monitor model performance, conduct evaluations, and implement improvements as necessary. Communication and Strategy: Communicate complex technical concepts clearly to stakeholders and contribute to strategic data science initiatives. Best Practices and Innovation: Drive the development of best practices, tools, and frameworks for data science and machine learning, staying abreast of industry advancements. You will love this job if you have: Bachelor’s or Master’s degree in Computer Science, Statistics, Mathematics, or a related quantitative field. 7-9 years of experience in data science, machine learning, or a relevant domain. Proficiency in Python programming and extensive experience with relevant libraries (e.g., TensorFlow, PyTorch, Scikit-learn). Proven track record of delivering production-ready AI/ML solutions. Strong expertise in machine learning and deep learning algorithms and techniques. Experience with generative AI models and advanced data science techniques. Proficiency in data manipulation, analysis, and visualization using Python libraries (e.g., Pandas, NumPy, Matplotlib). Experience with cloud platforms and big data technologies (e.g., AWS). Excellent problem-solving, analytical, and leadership skills. Strong communication and collaboration skills, with the ability to explain complex technical concepts to diverse audiences. Qualifications - Preferred Experience with advanced techniques such as graph neural networks, reinforcement learning, or similar. Familiarity with agile development methodologies and DevOps practices. Experience with containerization technologies (e.g., Docker, Kubernetes). Contributions to open-source projects or published research in machine learning, deep learning, or generative AI. Experience working with government or public sector data. Proficiency with data visualization tools (e.g., Tableau, Power BI). The Team We area 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. - Embracing diversity & fostering a culture of ideation, collaboration & meritocracy - We bring in special guests from time to time to discuss issues that impact our employee population 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 . 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 Process - Assessment – Take a quick assessment. - Phone screen – Speak to one of our talented recruiters to ensure this could be a fit. - Hiring Manager/Panel interview – Talk to the hiring manager so they can learn more about you and you about Granicus. Meet more members on the team! Learn more and share more. - Reference checks – Provide 2 references so we can hear about your awesomeness. - Verbal offer – Let’s talk numbers, benefits, culture and answer any questions. - Written offer – Sign a formal letter and get excited because we sure are! Benefits at Granicus India Along with the challenges of the job, Granicus offers employees an attractive benefits package which includes – - Hospitalization Insurance Policy covering employees and their family members including parents - All employees are covered under Personal Accident Insurance & Term Life Insurance policy - All employees can avail annual health check facility - Eligible for reimbursement of telephone and internet expenses - Wellness Allowance to avail health club memberships and/or access to physical fitness centres - Wellbeing Wednesdays which includes 1x global Unplug Day and 2x No Meeting Days every quarter - Memberships for ‘meditation and mindfulness ‘ apps including on-demand mental health support 24/7 - Access to learning management system Say., LinkedIn Learning Premium account membership & many more - Access to Rewards & recognition portal and quarterly recognition program 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. Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status or any other status protected by applicable law. Show more Show less

Opening from Default - All locations 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 their constituents together. We are on a mission to support our customers by 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 powering an unmatched Subscriber Network that uses 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. What You'll Do: Follow infrastructure team processes and actively seek to improve them, especially as it relates to implementing automation of repeatable tasks Identify and fix problem areas in Windows servers that run Granicus products Execute quality changes and perform code and change request reviews As part of an on-call team, triage and troubleshoot efficiently and effectively during production incidents Ensure system resources and assets are logged and monitored along with appropriate actions for events Analyze log files and other infrastructure data using available tools Develop documentation to empower other team members and accurately represent projects and procedures Plan for and install new software/firmware releases and hardware/software upgrades to meet security and supportability requirements Who You Are: You have 3+ years of experience supporting Windows servers in a data center or cloud environment You have experience with MS Active Directory configuration and management You have specific technical experience with: regular patching of infrastructure hardware and software systems certificates and certificate management Scripting / automation (e.g., Bash, Python, Ansible, Terraform, Git, PowerShell) Linux or any other Patching experience is a huge plus You have an understanding of security frameworks such as ISO 27001, NIST 800-53 and/or FedRAMP You have worked in a large enterprise environment, providing Windows support You are passionate about technology and keep abreast of technical developments in your field You have the ability to adapt to a changing environment Specific System|Network Experience: The ideal candidate has some level of experience with the following infrastructure|network technologies (bonus if your experience matches the specific products at Granicus in parenthesis): Windows Server OS Windows Active Directory System monitoring tools (LogicMonitor, LogRhythm, Elastic) DNS and IP Management (Infoblox) Cloud computing (AWS, Azure) 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. Closing from Default - All locations 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. Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status or any other status protected by applicable law. Show more Show less

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 their constituents together. We are on a mission to support our customers by 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 powering an unmatched Subscriber Network that uses 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. About the Role We are looking for a detail-oriented and proactive Salesforce System Analyst to support our Service Cloud operations. This role is ideal for someone who has hands-on Salesforce experience, strong stakeholder engagement skills, and a passion for organizing and driving cross-team initiatives. You will work closely with the Salesforce Solution Architect and Manager for Service Support, and business stakeholders across departments to support delivery, scoping, and project administration for ongoing enhancements and strategic initiatives. Key Responsibilities Assist in requirement gathering, scoping, and documentation of Salesforce Service Cloud projects (e.g., new voice flows, email templates, design). Support project coordination across internal teams and business units, ensuring clear task ownership and timely follow-up. Create and maintain structured documents, diagrams, and user stories to support delivery. Help triage, analyze, and prioritize incoming Jira tickets; align with the Manager to categorize based on business impact. Maintain and support Salesforce configurations, especially for Experience Cloud, Knowledge, Case Management, Service Voice, Einstein Bot, Agent Force (desired), Omni-Channel, and Entitlements. Serve as a liaison between the technical team and business stakeholders across time zones to ensure clear understanding and execution of solutions. Conduct basic impact analysis, prepare release notes, and assist in UAT coordination. Monitor and help manage escalations, customer-reported issues, and email-to-case or system behavior anomalies. Participate in backlog grooming, sprint planning, and other agile rituals as required. Qualifications Salesforce Certified Administrator (required); additional certifications (Service Cloud Consultant, Experience Cloud Consultant, etc.) are a plus. 5+ years of experience working with Salesforce Service Cloud, including hands-on configuration and/or business analysis. Strong written and verbal communication skills in English. Demonstrated experience working with stakeholders, managing expectations, and documenting clear business requirements. Familiarity with Agile/Scrum, Jira, and Confluence (or similar tools). Ability to work independently during night shifts and proactively follow up on pending items. Preferred Skills Experience with Salesforce Experience Cloud, Knowledge Management, Service Cloud, Omnichannel, among others. Knowledge in voice solutions in Salesforce (Service Voice, Amazon Connect, etc.). Comfortable creating diagrams (e.g., Lucidchart, draw.io) and writing business-facing documentation. AI integration knowledge is a strong plus, especially if familiar with Salesforce AI features or leveraging metadata/taxonomy for enhanced search, routing, or content recommendations. 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. Closing from Default - All locations 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. Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status or any other status protected by applicable law. Show more Show less