{"id":4259004,"url":"https://alion.io/job/contour-software-operations-specialist","title":"Operations Specialist","company":{"id":62249,"name":"Contour Software","domain":"contour-software.com","url":"https://alion.io/company/contour-software","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":78,"open_postings":9,"ghost_share":0,"stale_share":0.889,"repost_share":0,"time_to_fill_p50_days":45,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Operations","role_family":"Operations","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Karachi, Pakistan"],"countries":["PK"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SharePoint","optional":false}],"status":"live","first_seen_at":"2026-11-13T14:42:12Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-13T14:42:12Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About Contour\nContour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.\nAs 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.\nWhat 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!\nAbout Division:\nJonas 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.\nMembersFirst provides web-based computer application hosting for membership organizations to manage their member relationships.\nRole Summary:\nThe 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.\nContract Review & Project Intake\nReview new and amended contracts for accuracy, completeness, and alignment with quoted scope.\nValidate and update discount information to ensure pricing is correctly reflected across contracts and internal systems.\nConfirm module selections, add-ons, and deliverables are accurately captured before a project enters the implementation queue.\nIdentify and escalate contract discrepancies to Sales, Billing, and the Implementation team for resolution. \nProject Assignment & Resource Coordination\nAssign incoming projects to implementation coordinators based on capacity, complexity, and launch timelines.\nAssign designers to site builds and design deliverables, balancing workload across the team.\nMaintain assignment records so ownership of every active project is clear and current.\nMonitor and report on project backlog, flagging aging or at-risk projects to the Director, Web Services.\nHold Item & Pipeline Management\nTrack projects placed on hold and maintain the hold item log with current status and reason codes.\nFollow up with clients, coordinators, and internal stakeholders to drive hold items to resolution or closure.\nEscalate long-standing holds that place revenue recognition or launch dates at risk.\nSite Creation & Projects\nExecute and coordinate site creation requests, ensuring environments are provisioned accurately and on schedule.\nCoordinate small client projects with the Implementation team and technical resources, ensuring scope, timelines, and deliverables are met.\nVerify project completion criteria are met and that all systems, contracts, and billing records reflect the final configuration. \nProcess Documentation & SharePoint Administration\nMaintain and update SharePoint sites, libraries, and project documentation used by the Implementation team.\nDocument, publish, and improve standard operating procedures for intake, assignment, egress, and site creation workflows.\nEnsure process changes are communicated to coordinators, designers, and stakeholders so execution remains consistent.\nReporting, Dashboards & Analytics\nMaintain implementation and operations dashboards, ensuring data inputs remain accurate and reports stay reliable.\nCreate and distribute recurring and ad hoc reporting on project volume, throughput, backlog, hold items, and launch performance.\nPrepare executive-level reporting for the Director, Web Services and Client Success leadership.\nEnsure reporting aligns with contract, billing, and system-of-record data.\nNPS & Client Experience Tracking\nTrack and report Net Promoter Score (NPS) results across the implementation lifecycle.\nIdentify trends and recurring themes in client feedback and surface them to the Implementation team and leadership.\nSupport follow-up actions on detractor feedback to close the loop with clients.\nCross-Functional Support\nPartner with Sales, Billing, Finance, Client Success, and Support to keep account, contract, and project data aligned.\nNotify internal stakeholders of project, module, and account changes to ensure alignment.\nSupport continuous improvement initiatives that increase operational efficiency and reduce implementation cycle time.\nRequired Qualifications:\n3-5+ years of experience in operations, implementation coordination, project coordination, or a related operational role within a SaaS, web services, or subscription-based environment.\nExperience reviewing contracts and validating pricing, discounts, or scope for accuracy.\nExperience coordinating project assignments and managing competing deadlines across multiple stakeholders.\nStrong proficiency with SharePoint and business reporting or dashboarding tools.\nExperience working cross-functionally with Billing, Finance, Sales, and Support teams.\nHigh attention to detail and strong organizational skills, with the ability to manage recurring deadlines and a high-volume project queue.\nAbility to analyze operational data related to throughput, backlog, and client satisfaction.\nStrong written and verbal communication skills.\nPreferred Qualifications:\nExperience in website implementation, digital delivery, or a creative/design services environment.\nExperience with CRM platforms (e.g., Salesforce) for account and project data management.\nExperience administering SharePoint sites and maintaining process documentation.\nExposure to NPS or client satisfaction programs.\nExperience supporting executive-level reporting.\nFamiliarity with the club, hospitality, or membership industry.\nEducation:\nBachelor's degree in Business, Operations, Information Systems, Communications, or a related field, or equivalent professional experience.\nLominger Competencies\nProcess Management - Designs, follows, and improves structured workflows to ensure consistent, efficient, and scalable execution of operational responsibilities.\nAttention to Detail - Produces accurate, high-quality work by carefully verifying data, identifying discrepancies, and maintaining precise documentation.\nPlanning - Accurately scopes work, sets objectives and milestones, and sequences project assignments to meet launch commitments.\nManaging and Measuring Work - Establishes clear standards and tracking mechanisms to monitor performance, ensure accountability, and maintain reliable reporting outcomes.\nPriority Setting - Focuses on what matters most across a high-volume queue, quickly sensing what will help or hinder project completion.\nCustomer Focus - Acts with the client experience in mind, using feedback and NPS insight to improve delivery.\nPerspective - Recognizes how systems, processes, and cross-functional activities interconnect, anticipating downstream impacts and ensuring lifecycle integrity.\n\nWork Shift:\n6 PM to 3 AM Pakistan Time\nExciting Benefits we offer:\nMarket-leading Salary\nMedical Coverage - Self & Dependents\nParents Medical Coverage\nProvident Fund\nEmployee Performance-based bonuses\nHome Internet Subsidy\nConveyance Allowance\nProfit Sharing Plan [Tenured Employees Only]\nLife Benefit\nChild Care Facility\nCompany Provided Lunch/Dinner\nProfessional Development Budget\nRecreational area for in-house games\nSporadic On-shore training opportunities\nFriendly work environment\nLeave Encashment\nDisclaimer: 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.\nIn 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. 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