Customer Operations Associate

The Operations Associate is an entry-level role supporting the Project Management Office (PMO), Project Managers, and Professional Services leadership. This is a hands-on operational role focused on keeping the business of Professional Services running smoothly: administration, compliance and governance, timecard approvals, level of effort (LOE) estimates, and coordination of the Statement of Work (SoW) creation and approval process.

This is a great fit if you are early in your career, highly organized, and want to build a foundation in operations management. You will work closely with experienced project and services leaders, learn how a growing SaaS Professional Services organization operates, and gain working knowledge of the systems we run on, including Rocketlane, Salesforce, and internal Convey tools. As you build competence, the role is designed to expand, with increasing ownership of processes, reporting, and system administration.

What you will do:

• Provide day-to-day administrative support to the PMO, Project Managers, and Professional Services leaders.
• Support compliance and governance activities, including maintaining project documentation, tracking required approvals, and confirming that project records are complete and current.
• Manage the weekly timecard cycle: monitor submissions, follow up on missing or incorrect entries, and route timecards for approval.
• Assist in preparing level of effort (LOE) estimates by gathering inputs from project and technical teams and assembling them into a consistent format.
• Coordinate the Statement of Work (SoW) process end to end, including drafting from approved templates, routing for internal review and signature, tracking status, and maintaining the SoW repository.
• Maintain project and resourcing data in Rocketlane and Salesforce so that reporting is accurate and up to date.
• Prepare recurring operational reports and dashboards for Professional Services leadership.
• Schedule and support internal meetings, including agendas, notes, and follow-up on action items.
• Identify small process gaps and suggest practical improvements to templates, checklists, and workflows.
• Take on additional operational responsibilities as the role grows.

How this role grows:

This position is intentionally structured with room to expand. As you gain confidence and demonstrate ownership, you can expect to take on responsibilities such as:

• Becoming a power user and eventual administrator for Rocketlane, including workflow configuration, templates, and onboarding new users.
• Leading LOE estimation for smaller engagements and change orders.
• Owning specific governance processes, such as the SoW approval workflow or resource capacity reporting.
• Supporting forecasting, utilization analysis, and revenue recognition inputs alongside Finance.

Qualifications

What you have - Required Skills:

• Bachelor's degree in Business Administration, Operations, Finance, Communications or a related field, or equivalent practical experience.
• 0-2 years of professional experience. Internships, co-ops, part-time work, or campus leadership experience count.
• Strong organizational skills and genuine attention to detail. You notice when something does not add up.
• Ability to manage multiple small tasks and deadlines at once, and to prioritize when they compete.
• Clear, professional written and verbal communication, including comfort following up with people more senior than you.
• Proficiency with Microsoft Office or Google Workspace, especially Excel or Sheets.
• A willingness to learn new systems quickly. Prior exposure to Rocketlane, Salesforce, Smartsheet, Jira, or similar tools is helpful but not required, and we will train you.
• Discretion and good judgment when handling contract, financial, and customer information.
• A consistent work ethic and a desire to be part of a fast-paced, growing team.

US-BASED ROLES ONLY - BENEFITS

• Fully covered Medical, Dental, and Vision coverage for employees
• Cost share for dependents
• 401(K) plan with company match
• Fully covered STD/LTD
• Employee Assistance Program (EAP)
• Paid Maternity Leave
• 12 weeks of paid parental leave for birthing parent
• Paid Paternity Leave
• Flexible PTO policy - We trust employees to manage their time effectively and take time off as needed to maintain a healthy work-life balance. Discretionary time off is unlimited, subject to manager approval and business needs.
• 12 paid holidays throughout the year, including winter recess for all employees between December 25th-January 1st
• On-site gym available for free use in Denver, CO for employees based in the Denver area

Convey (formerly Message Broadcast) is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.