Senior Director - Experience Partner

The Granicus Experience Group (GXG) isthedigital agencyat Granicus, a cross-functional team of strategists, analysts, communicators,and Granicus technology experts. Weleveragebest-in-class human-centered practices and a design-thinking approach to help ourgovernment and destination customersbetter connect with the people they serve.We discover better insights, build better experiences, and achieve better outcomes.

GXG takes a consultative, collaborative approach to helping our customers maximize the value they get out of the Granicus platform and develop strategic, human-centered experiences that inform, educate and compel people to take action.

Who We Are:

Human-centered design practitioners, understanding best practices, regardless of technology or use case, and always putting people at the center of our solutions.

• Data-driven thinkers, grounding our insights and recommendations for growth in measurable data and context.

• Digital content creators and strategists, applying best practices to key message development, evaluation of current client content, and identifying optimization opportunities.

• Innovators, leveraging design-thinking and other frameworks to keep our work fresh and help our customers adopt a mindset for change. We drive toward success with a spirit of experimentation and agility.

How We Show Up to Work:

• Demonstrate a polished, professional relationship with colleagues & customers.

• Assume positive intent.

• Be collaborative. Create space for and be open to different expertise and experiences.

• Be dependable and reliable for our customers and our colleagues.

• Be organized and manage your own workload.

• Be proactive. Be willing to jump in, not wait to be told.

• Be willing to try something new, not dependent on documented examples.

• Be empathetic. Consider the human experience, needs and motivations of our customers and our colleagues.

• Be open to feedback. Listen with the same passion with which you want to be heard.

• Be curious. Gather information and knowledge. Consider new ideas and approaches. Consider what you might not know.

The Senior Director, Experience Partner, is a leadership position that encompasses a combination of technical, operational, digital communications, and interpersonal skills. The candidate must balance project requirements, delivery tracking, and customer satisfaction while upholding GXG's standard of excellence in the development of:

• Omnichannel communications experience design.

• Campaign and transactional messaging strategy.

• Content creation, management and optimization.

• Programmatic management.

• Subscriber data management and configuration.

• Advanced analytics, reporting and analysis.

• Training resources.

As a member of the Granicus Experience Group leadership team, the role will lead cross-functional initiatives and serve as a trusted adviser to customers and internal stakeholders. This position requires a blend of strategic vision, hands-on leadership, and a passion for improving the beneficiary enrollment experience through data-driven insights and digital transformation.

Essential Function

• Consistently lead, produce results and manage scope for simultaneous projects in a fast-paced environment with on-time, on-track, and on-budget deliverables.

• Demonstrate excitement and expertise in developing digital strategies, growing digital audiences, building and facilitating digital experiences.

Essential Function: Account Executive

• Operate as "face of" Granicus for ongoing contract delivery activities, providing interaction with CMS program sponsors and Contracting Officer Representatives, and other CMS staff as required to establish Granicus team priorities, company alignment to requirements, and coordination around emerging account growth activities.
• Serve as the executive lead for planning, coordination, and execution of a major competitive contract recompete, aligning customer engagement, delivery excellence, solution strategy, and internal stakeholders to support successful contract retention and growth.
• Partner with Federal Sales, Capture, Product, Engineering, and GXG leadership to develop and execute recompete readiness activities, including relationship strategy, value articulation, innovation planning, and transition risk management.

Essential Function: Program Manager

• This client-facing activities of this role operate as a program, providing a wide range of ongoing deliverables and technology and feature enhancements across several Federal benefits programs, each with responsibilities at the client agency, CMS.

• This role requires functional understanding of these agency program responsibilities, priorities, and operations, to allow effective supporting communications and engagement analysis.

• Experience within the annual Federal funding, contracting, and health benefits enrollment cycles will be beneficial to align team activities within expected opportunities for focus.

• This role requires frequent interactions with senior company officers whose support is necessary for the success of this strategic account. Judicious use of positional authority is needed to operate horizontally across supporting teams, and vertically in the organization when senior level engagement is required.

Essential Function: Technical Coordination/Operations

• This position operates as an internal customer for Granicus product and development activities. It must provide persuasive advocacy for platform feature, logic, and reliability improvements and will interact with Product and Engineering senior leadership to secure their ongoing support, while they balance platform vs CMS account-specific needs.

• Some technical activities with longer timelines will require this role to provide or commit schedule management and other project management support.

• Granicus technical maturity most closely resembles CMMI Level 2.

• This role will participate in emerging operational/technical/outage issues when they arise, and serve as a communications conduit to client stakeholders, during and after events. This may also require option development when planned client activities cannot be fully supported.

• Familiarity with AWS cloud infrastructure products, file transfer mechanics, email. protocols/architectures, mobile messaging (SMS, RCS) protocols/architectures, API integrations, and general knowledge web technologies will be essential to be successful in this role.

Essential Function: People Leader

• Guide managers and practice leads in career pathing through monitoring and evaluation of performance, demonstration of initiative, and company growth.

• Follow company and Human Resource practices for employee-management responsibilities, including annual-leave tracking, expense reporting, and mandatory training.

• Ensure appropriate utilization metrics for the GXG team members according to guidance from operations and leadership to maximize profitability.

• Performance management review and normalization, implementation of new HR and compensation policies.

• Direct and matrixed leadership across the account and broader GXG teams.

Other duties

• Business operations management, business performance updates, and participation in group-wide emerging initiatives beyond primary responsibilities.

• Sales coordination using SalesForce workflows to coordinate quoting and renewal activities.

Experience/Credentials:

• 15+ years of progressive professional experience in enterprise software, digital services, technology consulting, customer success, product delivery, or professional services organizations.

• 10+ years leading complex, multi-stakeholder programs supporting large-scale government, healthcare, insurance, benefits administration, or regulated-industry environments.

• 8+ years in SaaS platform delivery, customer success, professional services, product management, or technology operations leadership roles.

• 5+ years managing managers and leading multi-disciplinary teams in a matrixed organization.

• 5+ years directly engaging executive-level customers, including agency executives, program sponsors, contracting officials, and senior business stakeholders.

• 3+ years responsibility for revenue growth, account expansion, renewals, or business development activities.

Federal Experience

• 8+ years supporting Federal civilian agencies or Federal healthcare programs.

• Experience supporting programs operating under:

• Federal acquisition regulations (FAR)

• Contracting Officer Representatives (CORs)

• Annual appropriations and budget cycles

• Large-scale public enrollment or citizen-facing programs

• Experience supporting organizations serving millions of end users or beneficiaries.

Leadership Experience

• Experience operating at Director, Senior Director, Program Executive, Portfolio Executive, Engagement Executive, or equivalent level.

• Proven success leading:

• Second-line managers

• Technical delivery teams

• Product and engineering partnerships

• Cross-functional matrix organizations

• Demonstrated responsibility for:

• Performance management

• Workforce planning

• Compensation and promotion calibration

• Talent development and succession planning

Technical Experience

• While not an architect position, it requires executive technical fluency. Candidates should have experience with:

• Cloud-based SaaS platforms

• AWS or equivalent cloud infrastructure

• API integrations

• Enterprise messaging platforms

• Digital communications technologies

• Email delivery platforms

• SMS/RCS messaging

• Data exchange and file transfer technologies

• Web application architectures

• Incident management and service operations

• • Prior experience supporting CMS, HHS, Medicare, Medicaid, Healthcare Marketplace, or other federal health benefits programs.

  • Prior responsibility for programs supporting one or more of the following:

  • Open Enrollment

  • Benefits administration

  • Public communications

  • Citizen engagement

  • Experience supporting programs with 20M+ beneficiaries, enrollees, or users.

  • Former Federal employee at GS-15, SES, or equivalent leadership level, or

  • Corporate leadership experience at Director, Senior Director, Vice President, or equivalent level.

  • Experience briefing C-suite executives and government executive leadership.

  Other Job Info

  • Seasonal activities will require on-call availability

  • The position requires occasional travel to client US locations

  • Must be a US Citizen