Sr. Manager, Customer Care & Escalations

What your impact will look like here:

• Lead and Supervision: Provide leadership, guidance, and supervision to the Customer Care team, ensuring the effective resolution of customer care issues and escalations.
• Escalation Management: Manage escalations from executives or customer-facing teams, driving towards resolution and identifying root causes of customer experience failures.
• Communication: Effectively communicate with Granicus executives, customer-facing teams, and other departments to address escalations and resolve customer issues promptly and professionally.
• Customer Advocacy: Advocate for customers at the highest levels of the organization, providing detailed root cause analyses and recommendations to top-level executives.
• Root Cause Analysis: Conduct detailed root cause analyses of customer issues and present findings and recommendations to relevant stakeholders for process or technology improvements.
• Reporting: Generate reports on projects, initiatives, and processes under your care, providing insights and updates to relevant stakeholders.
• Quality Assurance: Recognize system and quality concerns contributing to poor customer experiences and communicate them internally and externally as appropriate.
• Coaching and Training: Close the loop on continuous improvement acting on identified issues and fixing them.

You will love this job if you have:

• Bachelor's degree in a relevant field.
• 2+ years of project or program management experience.
• 3+ years of prior managerial experience in Customer Care or professional services.
• Exceptionally strong customer handling and conflict resolution skills.
• Excellent decision-making skills to effectively manage the needs of the customer and business.
• Goal-driven, with the ability to step back and look at the bigger picture and deal with ambiguity.
• A relentless customer-centricity with excellent communication skills, both verbal and written.
• Experience working with, presenting to, and influencing senior executives.
• Ability to work independently, self-motivated, and demonstrate flexibility in approaching responsibilities and change.
• Preferred Qualifications:
• Experience working cross functionally with tech and non-tech teams.
• Lean and/or Six Sigma Certified.
• Familiarity with government or public sector environments and processes.
• Proficiency in Spanish and/or French.

Security and Privacy Requirements:

• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

The Team

The Culture

The Impact