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Summary:
- Drive operational excellence across a global, multi-channel support organization.
- Oversee a 24/7/365 operation, ensuring effective staffing and service delivery.
- Partner with product, engineering, and implementation teams to resolve complex issues.
Essential Functions:
- Conduct performance reviews and manage incentive plans, coaching both top and underperforming staff.
- Manage time-critical communications for incidents, maintenance, and releases.
- Drive performance against KPIs including response time, resolution time, and customer satisfaction.
Experience/Credentials:
- 5+ years of direct leadership experience in a client-facing technical support role.
- Proficiency with backend systems (Salesforce Service Cloud, Jira).
- Experience with reporting tools (Salesforce, Power BI).
Granicus
Granicus provides technology that transforms the Govtech industry by connecting governments and constituents. They have served 5,500 federal, state, and local government agencies and over 300 million citizen subscribers, empowering stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada.