Professional Operations Specialist

Professional Operations Specialist

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

Department: Professional Services (PS)

Location: Bangalore, India (In-Office)

Reports To: Vice President, Professional Services

Role Type: Individual Contributor | Full-Time

Work Schedule: Core Evening & Night Shift | Aligned to US EST / CST business hours

Work Arrangement: In-Office | Hybrid

Experience: 2-3 years in an Operations or Professional Services support role

Tools Required: MS Excel | Salesforce Service Cloud | NetSuite ERP | BI Reporting (Power BI or equivalent)

About the Role

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, utilisation, 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.

What Success Looks Like -- First 60 Days

A new hire in this role will be considered operationally effective when they can independently:

• Achieve 100% weekly timesheet compliance across all PS consultants.
• Own the rolling 4-week resource plan and publish it ahead of every weekly PS sync.
• Create and manage SOWs end-to-end with minimal oversight from PS leaders.
• Operate NetSuite and Salesforce Service Cloud proficiently for all PS operational tasks, and deliver a live BI dashboard giving leadership a real-time view of PS operations.
• Respond to customer and leadership ad hoc data requests accurately and within agreed timelines.
• Deliver clean, accurate month-end reconciliation with all discrepancies triaged into AR, and provide leadership a consolidated weekly operations report without prompting.

About CAI

CAI (caisoft.com) is a leading provider of ERP implementation and professional services, specialising in discrete manufacturing and distribution. With a growing global team across the US and India, CAI helps mid-market enterprises transform their operations through platforms including NetSuite, Salesforce, and a range of industry-specific solutions. Our India Centre of Excellence in Bangalore is a key growth engine for the business and sits at the heart of our delivery capability.

CAI is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.