Skilled Operations Specialist

Professional Services | Bangalore, India | In-Office | Evening / Night Shift

Reports To: Vice President, Professional Services

Role: Professional Operations Specialist
Location: Bangalore

Work Mode: Hybrid (2 days from office)
Shift Timing: 5:00 PM to 3:00 AM

CAI's Professional Services (PS) organisation is growing rapidly across the US and India. This newly created, India-based individual contributor role absorbs the day-to-day operational work -- timesheets, SOWs, consultant assignments, and project reconciliations -- that has increasingly consumed PS Directors' and senior leaders' bandwidth, freeing them to focus on strategic customer engagement and delivery excellence.

Beyond administration, the role carries a meaningful reporting mandate: building and maintaining real-time operational dashboards, responding to ad hoc data requests, and ensuring PS leadership always has timely, accurate data for decision-making. The role operates during core evening and night shift hours from our Bangalore office, in direct alignment with US-based PS Directors and the Vice President, with in-office presence required on all working days. Full operational effectiveness is expected within 60 days of joining.

Key Responsibilities

1. Statement of Work (SOW) Administration

- Draft, review, and own the SOW creation process for all PS engagements, including opportunity-to-fulfilment setup (Salesforce to NetSuite) at the task level.
- Coordinate customer signature workflows and track execution status through to completion.
- Maintain a centralized SOW repository with version control and audit trails.
- Liaise with PS leaders to ensure all SOWs are accurate, approved, and executed on time.

2. Consultant Assignment & Resource Coordination

- Develop, own, and train PS staff on the Professional Services Standard Operating Procedure (SOP), including systems and process onboarding for Salesforce and NetSuite.
- Manage the weekly assignment of PS consultants to active and upcoming projects, in coordination with PS Leaders.
- Maintain and publish a rolling 4-week resource assignment and backlog view for all PS leaders each week.
- Run the weekly PS operations cadence -- prepare agenda, track actions,



and distribute follow-ups.
- Ensure consultants receive clear week-on-week instructions so they can plan ahead and align with customers.

3. Weekly Timesheet & Expense Compliance

- Set up and own the weekly timesheet compliance process for all PS consultants, in accordance with customer contracts, internal initiatives, and G&A.;
- Review submitted timesheets for accuracy, completeness, and alignment to project assignments, following up proactively to ensure 100% on-time submission every week.
- Generate and distribute weekly compliance reports to PS leadership; escalate persistent non-compliance.
- Manage expenses, ensuring T&E; is captured, accurate, and appropriately invoiced to clients.
- Maintain accurate time-entry records in NetSuite and Salesforce Service Cloud.

4. Project Timeline, Budget vs. Actual Monitoring, Utilization

- Track project timelines and budget vs. actuals across all active PS engagements; identify and flag variances early, providing PS leaders a consolidated project health view.
- Support PS leaders in preparing status updates for internal leadership reviews.
- Report consultant utilization to PS leadership on a weekly basis.

5. Month-End Reconciliation & AR Support

- Conduct month-end reconciliation with PS leaders to validate time, billing, and project data.
- Identify and triage discrepancies -- including time-keeping errors and customer disputes -- routing unresolved items into the Accounts Receivable (AR) process and keeping PS leaders informed.
- Ensure all month-end close activities are completed accurately and on schedule.

6. Real-Time Reporting, Ad Hoc Analysis & Leadership Support

- Build and maintain real-time operational dashboards in Power BI (or equivalent), drawing data from Salesforce, NetSuite,



and other PS data sources to give leadership an always-current view of team performance, utilization, and compliance.
- Create ad hoc reports and project-level analyses in response to requests from customers, the Vice President, and PS Directors -- pulling and structuring the relevant data and delivering it accurately and within agreed timelines.
- Compile and present production data to leadership on a regular cadence, consolidating data from multiple systems into decision-ready summaries and proactively surfacing risks, blockers, and action items ahead of strategic meetings and customer reviews.

Required Qualifications

- 2-3 years of hands-on experience in an Operations, Project Coordination, or Professional Services support role.
- Demonstrated experience with Salesforce Service Cloud and NetSuite ERP (both must-have; proficiency expected within 60 days).
- Hands-on experience with a BI reporting tool -- Power BI strongly preferred; Tableau or Looker considered -- with the ability to build and maintain live dashboards from multiple data sources.
- Strong proficiency in Microsoft Excel or Google Sheets for reporting, tracking, and reconciliation.
- Excellent written and verbal communication skills in English; comfortable engaging with US-based leadership.
- High attention to detail with a process-first mindset, and proven ability to manage multiple priorities, track action items, and follow through independently.
- Fully comfortable working core evening and night shift hours from the Bangalore office (aligned to US EST/CST), with mandatory in-office presence required on all working days.

Preferred Qualifications

- Prior experience in a PS Operations, Revenue Operations, or Delivery Operations role.
- Familiarity with SOW lifecycle, time-and-material billing, and professional services revenue recognition.
- Experience supporting a COE (Centre of Excellence) or shared-services delivery model, or exposure to ERP implementation projects and the enterprise software industry.
- Experience with resource planning, project management, or professional services automation tools, with the ability to interpret and present data insights to non-technical leadership audiences.

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