Principal CXS Strategic Programs
- Hiring from
- Costa Rica
- Work type
- Remote
- Posted
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The Company
Serving the People Who Serve the People
Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.
Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.
Want to know more? See more of what we do here.
Job Summary
The Principal, CXS Strategic Programs is a senior individual contributor in the CCO office who helps turn high-priority Customer Experience Services initiatives into coordinated, measurable change. This role leads complex, cross-functional programs across AI-enabled transformation, operating-model evolution, change readiness, integration planning, KPI development, and executive-sponsored strategic priorities. The ideal candidate brings structure to ambiguity, builds trusted partnerships, communicates clearly with senior leaders and functional teams, and drives practical execution through influence, sound judgment, and hands-on follow-through.
What Your Impact Will Look Like
Lead and coordinate cross-functional strategic programs tied to CXS transformation, AI-enabled workflow improvement, operating-model evolution, integration planning, and CCO-sponsored priorities.
Translate executive priorities into clear program charters, workstreams, milestones, owners, decision paths, dependencies, and measurable outcomes.
Partner with CXS leaders, Operations, Finance, HR, Internal Communications, IT, Data, AI, Legal, and other stakeholders to align plans, surface risks, and resolve cross-functional dependencies.
Identify and redesign work that can be simplified, automated, or augmented through AI or improved operating practices; help move opportunities from assessment through pilot, adoption, and scale.
Develop practical KPIs, baselines, reporting rhythms, dashboards, and follow-up mechanisms that help leaders monitor transformation progress and value realization.
Prepare concise decision materials, executive updates, operating briefs, and recommendations that synthesize operational, financial, workforce, customer, and change-management considerations.
Build and maintain portfolio-level visibility into CCO-sponsored initiatives, including progress, risks, tradeoffs, open decisions, and organizational impacts.
Create reusable tools, playbooks, lessons learned, case examples, and shared operating mechanisms that improve how CXS executes future transformation work.
Connect and convene senior CX Operations Principals through shared context, operating rhythms, common tools, and coordinated workback mechanisms, without creating a formal people-management layer.
Apply prior experience delivering AI/ML projects to define use cases, coordinate data and technology dependencies, manage pilots, and guide solutions through adoption and scale.
You Will Love This Job If You Have
Knowledge/Skills/Abilities
Strong strategic operations, transformation, program leadership, and stakeholder management capability in matrixed environments.
Ability to structure ambiguous priorities, clarify ownership, frame decisions, and drive work forward through influence rather than authority.
Practiced knowledge of AI-enabled process redesign, automation, productivity improvement, technology adoption, or operational transformation.
Strong analytical judgment, including comfort with KPI design, performance monitoring, value tracking, assumptions, and executive-ready synthesis.
Excellent written and verbal communication skills, with the ability to tailor messages for executives, functional partners, and frontline teams.
High discretion and sound judgment when working with workforce planning, organizational changes, financial information, or sensitive transition work.
Bias toward action and willingness to build first-version tools, materials, processes, or repositories when needed to create momentum.
Ability to build shared context, operating cadence, and followership among senior peers and cross-functional partners.
Practical knowledge of AI/ML project lifecycles, including use-case definition, data readiness, model or solution evaluation, responsible-AI considerations, implementation, adoption, and value measurement.
Experience/Credentials:
Significant experience leading complex, cross-functional programs in a SaaS, technology, professional services, public-sector technology, management consulting, strategic operations, or similarly matrixed environment.
Experience in business transformation, operating-model change, acquisition or integration planning, executive operations, or strategic initiatives preferred.
Demonstrated ability to develop and implement KPIs, reporting mechanisms, program governance, or operating cadences that connect activity to measurable outcomes.
Experience partnering with senior leaders and cross-functional teams to manage sensitive, high-priority, or ambiguous initiatives.
Relevant consulting, operations, transformation, or strategy experience preferred.
Demonstrated experience contributing to or leading AI/ML projects from discovery and business-case development through pilot, implementation, adoption, and measurable outcome tracking.
Other Job Info
Principal-level individual contributor role with no direct reports.
Reports to the Chief of Staff to the CCO.
Partners across CXS leadership, CXS Operations, HR, Internal Communications, FP&A, IT, Data, AI, Legal, and other teams as needed.
Does not replace established functional ownership or create a formal people-management layer.
Travel, location, status, compensation title, job code, FLSA, risk designation, and other administrative fields to be completed through the standard job-description template process.
About Us
Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!
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
- We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.
The Culture
- At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be
a part of our journey. - A few culture highlights include – 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.
- We bring in special guests from time to time to discuss issues that impact our employee
population
The Impact
- We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.
The Benefits
Here’s what you can expect as a Costa Rica-based team member:
Flexibility & Balance
- Flexible Time Off – Take the time you need to rest, recharge, and live your life.
- Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health.
- Work From Home Reimbursement – Support a productive home office environment.
Health & Wellness
- Private health, vision, dental and life insurance – Comprehensive coverage for you and your family.
- On-Demand Mental Health Support – Access to Headspace and other wellness tools.
Family
- Paid Parental Leave - For both birthing and non-birthing parents.
Growth & Recognition
- Online Learning Platforms – Fuel your professional development.
- Competitive Salary & Bonuses – Your contributions are valued and rewarded.
