Operations Associate - Resource Management

The Opportunity

As an Operations Associate on Sitetracker’s Customer Experience Operations Team, you’ll play a key role in making our services business run smoothly. You’ll help ensure that projects are set up correctly, resources are planned effectively, and billing is accurate and timely.

You’ll work closely with Delivery Managers, Project Managers, and the Operations Team to solve practical challenges like:

Matching the right people to the right projects,

Ensuring time & materials work is billed correctly

Keeping project data clean and organised

You’ll help improve and streamline processes, allowing our delivery teams to focus on serving customers. Experience with Salesforce, CPQ, and Certinia (FinancialForce) is a big plus, as you’ll use these systems daily to track work and deliver results.

Suppose you enjoy problem-solving, collaborating across teams, and ensuring details are accurate. In that case, this role will provide you with the opportunity to learn, grow, and have a meaningful impact on our operations.

What You’ll Do:

As an Operations Associate, you’ll be the engine behind our project execution success, managing everything from project setup and resource planning to skills tracking and billing workflows. You’ll ensure the right people are on the right projects at the right time, aligning team assignments with skills to drive efficient and high-quality delivery. Your reports won’t just inform; they’ll empower leadership with actionable insights for better, data-driven decisions. You’ll serve as a proactive and trusted operational partner to Delivery Managers, Finance, and Project Managers, identifying recurring issues and championing scalable solutions that elevate data quality and process automation. Collaborating closely with the Operations Manager, you’ll contribute to high-impact strategic initiatives, such as process redesigns, tool enhancements, and system integrations, representing Operations in cross-functional projects that enhance our customer delivery. Your expertise in navigating Salesforce, Certinia, and internal tools will set you apart as the go-to team member who ensures nothing falls through the cracks

The Skills You’ll Have:

• Resource Planning & Skills Management

• Maintain and update resource allocation recommendations for project  schedules and assignments.

• Coordinate assignments of project delivery teams with upcoming projects and skills required.

• Facilitate and coordinate resource planning across regions

• Monitor utilisation targets and flag resource conflicts.

• Coordination of Partner resources

• Project Creation and Tracking

• Set up new projects in our project management/ERP system accurately and on time.

• Maintain project records, budgets, and billing milestones.

• Support Implementation Managers with project data accuracy.

• Billing & Finance Support:

• Basic knowledge of time-tracking and expense reconciliation.

• Collect, validate, and prepare Implementation Time & Materials billing & subscription overages information supplied to finance for invoicing.

• Reconcile time entries and expenses.

• Support Finance to ensure timely, accurate invoicing.

• Process Support & Reporting

• Follow standard operating procedures for project creation, billing, and resource planning.

• Help identify process gaps and propose improvements.

• Produce scheduled reports on resource utilisation, project status, and billing.

• Technology:

• Comfort with Google Sheets and Microsoft Excel for tracking and reporting.

• Proficiency with Salesforce (Opportunities, Reports, Dashboards) and/or Certinia (FinancialForce) is a plus

• Professional Qualities:

• Strong organisational skills and the ability to manage multiple tasks at once.

• Collaborative, with excellent communication skills to work across the Delivery, Finance, and Operations teams.

• Analytical mindset with a focus on accuracy and process improvement.

Within 90 Days, You’ll:

• Complete onboarding and systems training.
• Learn internal processes for project setup, billing, and resource planning.
• Accurately create new projects in the system with supervision.
• Begin supporting time-entry validation and data cleanup.
• Transition into facilitating the Monthly Subscription overages process

Within 180 Days, You’ll:

• Independently manage project creation requests, monitor resource allocations, and resolve conflicts with high accuracy.
• Support monthly T&M billing cycles and subscription overages processes, ensuring data is accurate and delivered on time.
• Produce standard resource and billing reports and serve as the primary point of contact for related questions.
• Demonstrate ownership of assigned operational workflows and consistently maintain minimal errors.
• Proactively suggest and assist in implementing process improvements to enhance efficiency and accuracy.

Within 365 Days, You’ll:

• Execute end-to-end project setup, resource planning, skills tracking/management, and billing processes with accuracy and accountability.
• Plan project resources effectively based on team skills and ensure nothing falls through the cracks by being reliable and responsive.
• Develop and enhance reporting outputs, providing actionable insights that support data-driven leadership decisions.
• Drive data quality and process automation by identifying issues and recommending scalable improvements; demonstrate confidence using Salesforce, Certinia, and other internal systems.
• Partner with the Operations Manager on strategic initiatives, represent the Operations team in cross-functional projects, and support process redesigns, tool upgrades, or system integrations.