Granicus India · 1 month ago
Senior Analyst, CX Operations
United States
Full-time
Remote
Mid, Senior Level
3+ years expGranicus is a technology company transforming the Govtech industry by connecting governments with their constituents. The Senior Analyst in CX Operations will drive operational excellence through reporting, process optimization, and stakeholder engagement, utilizing expertise in Salesforce and Customer Experience KPIs.
Computer Software
Responsibilities
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
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
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)
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
Qualification
Required
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
Benefits
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.
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
Paid Parental Leave - For both birthing and non-birthing parents.
Pension plan with employer contributions
Online Learning Platforms – Fuel your professional development.
Competitive Salary & Bonuses – Your contributions are valued and rewarded.
Company
Granicus India
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase