Director CXS Product Management

Summary Description

The Director, CXS Product Management is a strategic leadership role reporting to the Senior Director, Experience Partners. Acting as a product manager for the Customer Experience Services (CXS) organization, this role is responsible for designing, evolving, and scaling service offerings that drive platform adoption, customer success, and operational excellence.

This role requires a blend of strategic thinking, service design expertise, and cross- functional leadership. The ideal candidate brings a digital-first mindset, strong commercial acumen, and a passion for transforming service delivery through innovation and collaboration. The Director will also serve as a strategic partner to executive stakeholders, translating business goals into actionable service strategies and representing the organization at industry events and customer engagements.

Essential Function

• Service Design & Innovation

  • Lead the design, development, and lifecycle management of service-forward solution offerings, functioning as a product manager for customer experience services.

  • Translate customer insights and market trends into actionable service enhancements and platform recommendations.

  • Collaborate with internal data teams to co-develop analytics capabilities that enhance service offerings and customer insights.

• Strategic Leadership & Business Development

  • Define and execute a strategic vision for service innovation, partnering with cross-functional teams and clients to drive measurable outcomes and market expansion.

  • Proactively engage with executive stakeholders to influence service strategy, budget planning, and adoption.

  • Partner with Sales, Marketing, Product, and Delivery to define go-to-market strategies that drive revenue, expand market share, and build customer engagement.

• Operational Excellence & Measurement

  • Establish and operationalize a services center of excellence to drive scalable best practices across global teams.

  • Develop and implement governance frameworks and performance tracking systems to monitor service health, including metrics around adoption, revenue, and customer satisfaction.

  • Streamline internal processes to improve efficiency, scalability, and customer satisfaction.

• Leadership & Influence

  • Mentor and develop team members, fostering a culture of innovation,collaboration, and customer-centricity.

  • Influence stakeholders across departments and geographies to align on service strategy and execution.

  • Represent the organization at industry events, conferences, and customer engagements to build brand awareness and thought leadership.

Knowledge/Skills/Abilities

• Deep expertise in product management principles applied to service design and delivery.

• Strong understanding of SaaS business models, customer lifecycle frameworks, and enterprise service operations.

• Familiarity with public sector technology, procurement processes, and policy environments.

• Exceptional strategic thinking, leadership, financial acumen, and analytical skills, with the ability to translate complex data into actionable insights.

• Advanced communication and facilitation skills, capable of influencing executive stakeholders and driving cross-functional alignment.

• High learning agility and adaptability in navigating ambiguity and change.

• Proficiency in CRM, analytics, and project management platforms.

• Ability to lead distributed teams and scale best practices across global regions.

• Demonstrated servant leadership and inclusive team-building capabilities.

Experience/Credentials:

• 10+ years of experience in product management, solution consulting, or strategic service design.

• Proven success in leading cross-functional initiatives and managing service portfolios in a SaaS or consulting environment.

• 5+ years of experience engaging directly with executive stakeholders to drive strategic initiatives.

• Bachelor’s degree in Business, Public Administration, Communications, or relevant experience. (Master’s preferred)

• Experience working with global teams and navigating matrixed organizational structures.

• Demonstrated success in launching and scaling service offerings, driving operational excellence, and influencing platform strategy

• Experience representing the organization in external forums and industry events.

Other Job Info

This role is typically performed on a computer using Zoom or Teams. The individual will be on camera throughout the day engaging with other employees and clients. The role is typically performed indoors within a home office environment. This role is typically performed while sitting or standing at a desk.

Security Requirement:

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.

EEO Statement:

We are an EEO Employer. It has been and will continue to be a fundamental policy of Granicus not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status or any other characteristic prohibited by federal, state and/or local laws.