Operations Specialist

Granicus

. Identify operational bottlenecks and analyze root causes .

Posted 11/5/2026full-timeRemote • Costa RicaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in operational process improvement, data analysis, and training enablement within a SaaS environment. Proficient in utilizing CRM and project management tools to enhance workflows and facilitate cross-functional collaboration.

Highest-signal resume keywords

Operational Process ImprovementSalesforce CRM ExperienceWrike Project ManagementTraining and EnablementData Analysis and Reporting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process ImprovementData AnalysisProject ManagementTraining DevelopmentDocumentation AuthoringUtilization ForecastingKPI ManagementAI IntegrationBusiness IntelligenceReporting

Soft Skills

Verbal CommunicationWritten CommunicationProblem-SolvingCollaborationPresentation Skills

Tools & Technologies

SalesforceWrikeMicrosoft ExcelPower BITableau

Industry Keywords

SaaSProfessional ServicesClient DeliveryPublic SectorGovernment Technology

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Identify operational bottlenecks and analyze root causes
Develop and implement standard operating procedures for Implementation workflows
Author and maintain documentation for operational processes and automated workflows
Propose innovative processes and share data-driven insights
Prepare reports and dashboards using Wrike, Microsoft Excel, and Salesforce
Help managers interpret utilization, resource forecasting, revenue forecasting, and timesheet reporting
Identify trends, risks, and issues and explain their business impact
Provide operational workflow, systems, and tooling guidance
Support Implementation Project Managers with tool assistance, project navigation, troubleshooting, and maintenance
Support timesheet management, project assignments, quality checks, SKU maintenance, and KPI management
Manage Wrike users and support platform governance
Operationalize and maintain tools, solutions, and processes
Own the CX Ops training curriculum
Develop, administer, and refine training modules
Deliver live enablement sessions in English to large groups
Facilitate internal discovery sessions with CX teams
Coordinate between Customer Experience, Business Systems, Finance, and other stakeholders
Ensure effective issue escalation and timely resolution
Contribute to CX Ops team culture and peer relationships
Embed AI into day-to-day work and translate data and AI-generated insights into actionable narratives

Requirements

What you’ll need

Five or more years of experience in a similar operations role, preferably in a SaaS or technology-driven environment
Experience in a post-sales organization; Professional Services or Client Delivery experience is strongly preferred
Demonstrated end-to-end process improvement experience, including discovery, solution development and proposal, implementation coordination, communication, and enablement
Advanced experience with CRM software such as Salesforce and project management or professional services automation platforms; Wrike experience is strongly preferred
Strong analytical and problem-solving abilities, with experience identifying trends or issues and developing data-driven commentary and recommendations
Training and enablement experience, including confidence presenting live in English to large groups and helping audiences adopt new processes or tools
Exceptional verbal and written communication skills across multiple seniority levels
Ability to plan, manage, and follow through on complex, multi-phase internal projects
Ability to translate data into a clear story with concise, actionable commentary
A business degree or equivalent practical experience
Familiarity with AI tools applied to operational workflows, reporting, or process documentation
Experience with business intelligence or data visualization tools such as Power BI or Tableau
Background in public sector, government technology, or civic engagement SaaS environments
Experience supporting or leading acquisition integrations, platform migrations, or large-scale cross-functional transformation initiatives
Familiarity with Granicus products, CX delivery models, or government digital services
Responsible for preserving the confidentiality, integrity, and availability of Granicus information assets
Responsible for ensuring employee and customer data privacy and completing required privacy training

Benefits

Comp & perks

Employee Resource Groups to encourage diverse voices
Coffee with Mark sessions with the CEO
Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more
Special guests discussing issues impacting employees
Remote-first work environment
Globally distributed workforce