Granicus India · 3 weeks 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, CX Operations role focuses on driving operational excellence through accurate reporting, data-driven insights, and process optimization within the Customer Experience Operations team.
Computer Software
Responsibilities
Develop, maintain, and enhance reporting dashboards for technical support KPIs, ensuring alignment with Balanced Scorecard frameworks
Own and validate reporting accuracy across platforms such as Power BI, Salesforce and MS Excel
Provide actionable insights through regular and ad-hoc reports to support operational and strategic decision-making
Ensure historical data integrity and consistency across reporting systems
Document key reporting processes and maintain repositories in Confluence and SharePoint
Audit and update outdated documentation to ensure accuracy and compliance
Collaborate with operations teams to streamline workflows and optimize reporting processes
Act as a reporting subject matter expert for Technical Support leadership and cross-functional teams
Present insights and performance trends to senior stakeholders during business reviews and strategic meetings
Promote adherence to reporting standards and governance protocols
Support the design and execution of reporting strategies aligned with organizational priorities and Balanced Scorecard principles
Track and report on operational metrics to provide visibility into performance and improvement opportunities
Qualification
Required
3–6 years of experience in technical support operations, reporting, or business intelligence
Advanced proficiency in Salesforce, Power BI, and MS Excel
Expertise in Balanced Scorecard methodology and KPI development
Strong analytical skills with exceptional attention to detail and data accuracy
Proven experience in preparing efficiency and utilization reports
Excellent documentation and process mapping capabilities
Strong communication skills with the ability to present insights to senior leadership
Ability to work independently, prioritize tasks, and manage multiple projects simultaneously
Benefits
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.
Company
Granicus India
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase