Customer Experience Transformation Leader

3 weeks ago

Canada Granicus, Inc. Full time
Transform Customer Experience and Drive Operational Excellence

Granicus, Inc. is seeking a seasoned Customer Experience Principal Program Manager to lead the transformation of our Technical Support services. As a key leader in our Customer Experience and Technical Support teams, you will design and execute strategic roadmaps for support transformation, driving meaningful improvements across Technical Support and Customer Care.

Key Responsibilities:
  • Lead change management efforts across Technical Support and Customer Care, ensuring smooth transitions and stakeholder alignment during operational transformations.
  • Redesign customer interactions by implementing best practices and innovative approaches to improve service quality and customer satisfaction.
  • Spearhead initiatives that streamline and optimize support operations, driving efficiency, scalability, and continuous improvement.
  • Develop and champion creative solutions that enhance Technical Support services, leveraging data-driven insights to identify areas for improvement.
  • Collaborate with cross-functional teams, including Operations, Product, Engineering, and Sales, to implement impactful projects that drive customer excellence.
  • Design and execute strategic roadmaps for support transformation on an annual and quarterly basis, ensuring alignment with organizational goals.
  • Manage and report on project metrics, facilitating high-level meetings to ensure alignment, visibility, and clarity across stakeholders.
  • Analyze data and performance metrics to drive decision-making and adjust strategies to optimize operational outcomes and customer satisfaction.
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.
What You'll Love About This Role:
  • Autonomy and Impact: Enjoy the freedom to make data-driven decisions, lead transformational projects, and drive significant innovation within the organization.
  • Collaborative Environment: Engage with Technical Support Directors, Managers, Project Managers, and other key stakeholders across the company to deliver seamless support services.
  • Cross-Functional Work: Collaborate with diverse teams, including Operations, Finance, Product, and Engineering, to achieve common goals and enhance operational efficiency.

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