Job Summary:
The Manager, Business Operations serves as the operational backbone of the Professional Services (PS) organization at CentralSquare Technologies. This role bridges executive-level strategic initiatives—including the Services Transformation program and ELT readouts—with the day-to-day operational functions that keep delivery moving: approvals, reporting, team management, process improvement, and compliance. CentralSquare delivers mission-critical software to government and public safety clients, and this role ensures PS operates with the rigor, data integrity, and process standardization required to support public sector agencies across North America.
Job Duties Include:
Team Leadership & Management
• Lead and develop the Resource Planning team.
• Own hiring, performance management, goal-setting, and professional development for the team.
Resource Planning & Capacity Management
• Oversee the Resource Planner team responsible for capacity planning across PS delivery—covering all CentralSquare product lines.
• Ensure resource assignments are aligned to active project demand; identify and escalate capacity gaps or conflicts to PS Leadership in a timely manner.
• Partner with Delivery Managers to maintain accurate resource data in Salesforce/Certinia PSA, supporting forecast accuracy and utilization reporting.
• Support workforce planning conversations with input on team capacity, availability, and skillset coverage across delivery functions.
Revenue Operations & Reporting
• Support and assist the Director of Business Operations:
o Produce ARR/NRR reports using FinancialForce and Salesforce data.
o Review and refresh the Services reporting cadences and content to reflect the key metrics needed to drive data driven decisions
o Work with the Delivery Directors and Managers to ensure they have the right project level reports to support successful implementations
o Prepare Executive Level decks and facilitate Senior Leadership meetings in an ad-hoc as needed manner
o Serve as a core contributor and operational lead for the multi-workstream Services Transformation Initiative
• Work hand in hand with the process/methodology and communications leads within the Business Operations team to enable scaling and to transform the organization to best-in-class.