Operations Specialist

This is a fully remote position, open to applicants in Costa Rica.

📋 Description

• Recognize operational obstacles and evaluate their root causes.

• Design and implement standard operating procedures for Implementation workflows.

• Create and maintain documentation for operational processes and automated workflows.

• Suggest innovative processes and provide data-driven insights.

• Generate reports and dashboards utilizing Wrike, Microsoft Excel, and Salesforce.

• Assist managers in interpreting utilization, resource forecasting, revenue forecasting, and timesheet reporting.

• Detect trends, risks, and issues while clarifying their business implications.

• Offer guidance on operational workflows, systems, and tools.

• Support Implementation Project Managers with tool assistance, project navigation, troubleshooting, and maintenance.

• Aid in timesheet management, project assignments, quality checks, SKU maintenance, and KPI management.

• Oversee Wrike users and assist with platform governance.

• Operationalize and sustain tools, solutions, and processes.

• Take ownership of the CX Ops training curriculum.

• Develop, manage, and enhance training modules.

• Conduct live enablement sessions in English for large audiences.

• Lead internal discovery sessions with CX teams.

• Coordinate with Customer Experience, Business Systems, Finance, and other stakeholders.

• Ensure effective issue escalation and prompt resolution.

• Contribute to the culture of the CX Ops team and foster peer relationships.

• Integrate AI into daily tasks and convert data and AI-generated insights into actionable narratives.

⛳️ Requirements

• A minimum of five years of experience in a comparable operations role, ideally within a SaaS or technology-focused environment.

• Experience in a post-sales organization; Professional Services or Client Delivery experience is highly preferred.

• Proven experience in end-to-end process improvement, including discovery, solution development, proposal creation, implementation coordination, communication, and enablement.

• Advanced proficiency with CRM software such as Salesforce, as well as project management or professional services automation platforms; experience with Wrike is strongly preferred.

• Strong analytical and problem-solving skills, with experience in identifying trends or issues and formulating data-driven insights and recommendations.

• Training and enablement experience, showcasing confidence in presenting live in English to large groups and assisting audiences in adopting new processes or tools.

• Outstanding verbal and written communication skills across various seniority levels.

• Capability to plan, manage, and execute complex, multi-phase internal projects.

• Ability to translate data into a coherent narrative with clear, actionable insights.

• A business degree or equivalent practical experience.

• Familiarity with AI tools utilized in 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 in supporting or leading acquisition integrations, platform migrations, or extensive cross-functional transformation initiatives.

• Knowledge of Granicus products, CX delivery models, or government digital services.

• Responsible for maintaining the confidentiality, integrity, and availability of Granicus information assets.

• Accountable for ensuring the privacy of employee and customer data and completing necessary privacy training.

🏝️ Benefits

• Employee Resource Groups to promote diverse voices.

• Coffee with Mark sessions featuring the CEO.

• Microsoft Teams communities focused on wellness, arts, pets, family, parenting, and more.

• Special guests discussing topics that impact employees.

• Remote-first work environment.

• Globally distributed workforce.