Operations Specialist

About Contour

Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.

As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.

What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started!

About Division:

Jonas Club ERP is the industry leader in enterprise software for private clubs. Serving over 2,200 clubs in 17+ countries, Jonas Club ERP helps streamline operations and deliver exceptional member experiences. This role is part of Jonas’s global support team, focused on delivering world-class customer service for a suite of products trusted by golf clubs, country clubs, city clubs, and hospitality venues.

MembersFirst provides web-based computer application hosting for membership organizations to manage their member relationships.

Role Summary:

The Operations Specialist supports the Implementation function by managing core operational processes that protect revenue, ensure data integrity, and maintain lifecycle accuracy across implementations, site launches, and client transitions. Working closely with the Implementation team, this role owns contract review, project intake and assignment, site creation and egress project coordination, process documentation, dashboard maintenance, and reporting support. Through disciplined execution and cross-functional coordination, this role ensures financial accuracy, reporting reliability, and operational efficiency across the implementation pipeline.

Contract Review & Project Intake

• Review new and amended contracts for accuracy, completeness, and alignment with quoted scope.

• Validate and update discount information to ensure pricing is correctly reflected across contracts and internal systems.

• Confirm module selections, add-ons, and deliverables are accurately captured before a project enters the implementation queue.

• Identify and escalate contract discrepancies to Sales, Billing, and the Implementation team for resolution.

Project Assignment & Resource Coordination

• Assign incoming projects to implementation coordinators based on capacity, complexity, and launch timelines.

• Assign designers to site builds and design deliverables, balancing workload across the team.

• Maintain assignment records so ownership of every active project is clear and current.

• Monitor and report on project backlog, flagging aging or at-risk projects to the Director, Web Services.

Hold Item & Pipeline Management

• Track projects placed on hold and maintain the hold item log with current status and reason codes.

• Follow up with clients, coordinators, and internal stakeholders to drive hold items to resolution or closure.

• Escalate long-standing holds that place revenue recognition or launch dates at risk.

Site Creation & Projects

• Execute and coordinate site creation requests, ensuring environments are provisioned accurately and on schedule.

• Coordinate small client projects with the Implementation team and technical resources, ensuring scope, timelines, and deliverables are met.

• Verify project completion criteria are met and that all systems, contracts, and billing records reflect the final configuration.

Process Documentation & SharePoint Administration

• Maintain and update SharePoint sites, libraries, and project documentation used by the Implementation team.

• Document, publish, and improve standard operating procedures for intake, assignment, egress, and site creation workflows.

• Ensure process changes are communicated to coordinators, designers, and stakeholders so execution remains consistent.

Reporting, Dashboards & Analytics

• Maintain implementation and operations dashboards, ensuring data inputs remain accurate and reports stay reliable.

• Create and distribute recurring and ad hoc reporting on project volume, throughput, backlog, hold items, and launch performance.

• Prepare executive-level reporting for the Director, Web Services and Client Success leadership.

• Ensure reporting aligns with contract, billing, and system-of-record data.

NPS & Client Experience Tracking

• Track and report Net Promoter Score (NPS) results across the implementation lifecycle.

• Identify trends and recurring themes in client feedback and surface them to the Implementation team and leadership.

• Support follow-up actions on detractor feedback to close the loop with clients.

Cross-Functional Support

• Partner with Sales, Billing, Finance, Client Success, and Support to keep account, contract, and project data aligned.

• Notify internal stakeholders of project, module, and account changes to ensure alignment.

• Support continuous improvement initiatives that increase operational efficiency and reduce implementation cycle time.

Required Qualifications:

• 3-5+ years of experience in operations, implementation coordination, project coordination, or a related operational role within a SaaS, web services, or subscription-based environment.

• Experience reviewing contracts and validating pricing, discounts, or scope for accuracy.

• Experience coordinating project assignments and managing competing deadlines across multiple stakeholders.

• Strong proficiency with SharePoint and business reporting or dashboarding tools.

• Experience working cross-functionally with Billing, Finance, Sales, and Support teams.

• High attention to detail and strong organizational skills, with the ability to manage recurring deadlines and a high-volume project queue.

• Ability to analyze operational data related to throughput, backlog, and client satisfaction.

• Strong written and verbal communication skills.

Preferred Qualifications:

• Experience in website implementation, digital delivery, or a creative/design services environment.

• Experience with CRM platforms (e.g., Salesforce) for account and project data management.

• Experience administering SharePoint sites and maintaining process documentation.

• Exposure to NPS or client satisfaction programs.

• Experience supporting executive-level reporting.

• Familiarity with the club, hospitality, or membership industry.

Education:

Bachelor's degree in Business, Operations, Information Systems, Communications, or a related field, or equivalent professional experience.

Lominger Competencies

• Process Management - Designs, follows, and improves structured workflows to ensure consistent, efficient, and scalable execution of operational responsibilities.

• Attention to Detail - Produces accurate, high-quality work by carefully verifying data, identifying discrepancies, and maintaining precise documentation.

• Planning - Accurately scopes work, sets objectives and milestones, and sequences project assignments to meet launch commitments.

• Managing and Measuring Work - Establishes clear standards and tracking mechanisms to monitor performance, ensure accountability, and maintain reliable reporting outcomes.

• Priority Setting - Focuses on what matters most across a high-volume queue, quickly sensing what will help or hinder project completion.

• Customer Focus - Acts with the client experience in mind, using feedback and NPS insight to improve delivery.

• Perspective - Recognizes how systems, processes, and cross-functional activities interconnect, anticipating downstream impacts and ensuring lifecycle integrity.

Work Shift:

6 PM to 3 AM Pakistan Time

Exciting Benefits we offer:

• Market-leading Salary
• Medical Coverage - Self & Dependents
• Parents Medical Coverage
• Provident Fund
• Employee Performance-based bonuses
• Home Internet Subsidy
• Conveyance Allowance
• Profit Sharing Plan [Tenured Employees Only]
• Life Benefit
• Child Care Facility
• Company Provided Lunch/Dinner
• Professional Development Budget
• Recreational area for in-house games
• Sporadic On-shore training opportunities
• Friendly work environment
• Leave Encashment

Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We’re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we’ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.

In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.