Professional Operations Specialist

CAI India is a strategic investment in the company’s future. Our Bangalore Center of Excellence is a place of ownership, expertise, and accountability. Teams in India work on global products end to end, contribute to key decisions, and influence how CAI evolves as a business. This is not a support-led model, but rather a center designed to lead through knowledge, responsibility, and trust.

CAI's Professional Services (PS) organization 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.

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.

3-5 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.

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.

Why Join Us You’ll have the opportunity to drive some of the most critical transformation initiatives in our company’s history. This is a highly visible role working directly with senior leadership to shape the future operating model of CAI. You’ll bring clarity, discipline, and execution focus to complex cross-functional programs while gaining exposure across every function of the business.