Operations Analyst

Caylent is an AI-first cloud services company that helps organizations turn ambitious ideas into meaningful business impact. As an AWS Premier Tier Services Partner and a charter member of Anthropic’s Claude Partner Network, we combine deep expertise in AWS, artificial intelligence, and Anthropic’s Claude platform to help customers modernize their technology, build intelligent products, and move AI from experimentation into production. Our capabilities span generative and agentic AI, cloud migration and modernization, cloud-native application development, data and analytics, DevOps, managed services, security and compliance, and customer experience transformation. At Caylent, our people always come first. We are a fully remote global company with employees in Canada, the United States and Latin America. We celebrate the culture of each of our team members and foster a community of technological curiosity. Come talk to us to learn more about what it means to be a Caylien! The Mission We are looking for a sharp, analytical, and highly proactive Operations Analyst to join our Service Delivery Operations team. This role operates at the intersection of workforce planning, staffing, capacity management, delivery operations, and operational intelligence. The Operations Analyst will help translate business demand into workforce and operational decisions by analyzing capacity, skills, utilization, pipeline, delivery needs, and operational risk. You will partner across Delivery, Sales, Talent, Finance, and other business functions to identify constraints, surface risks, recommend actions, and drive decisions through execution. This role will increasingly focus on exception management, analytical judgment, workforce optimization, and decision support rather than transactional coordination and manual reporting. The ideal candidate is a strong critical thinker who can operate independently in ambiguity, connect information across multiple parts of the business, challenge assumptions when appropriate, and turn data into clear recommendations and action. Your Assignment • Manage day-to-day operational activities for an assigned area of the business, developing a strong understanding of its demand, workforce, capacity, staffing needs, delivery risks, and business priorities. • Analyze demand, capacity, skills, utilization, availability, pipeline, bench, and delivery requirements to identify risks, constraints, opportunities, and recommended actions. • Manage staffing and resource-allocation workflows from demand identification through assignment, applying established governance while balancing customer needs, skills alignment, utilization, and enterprise capacity. • Partner with Delivery, Sales, Talent, Finance, and other stakeholders to translate business demand into workforce plans and provide data-driven staffing, capacity, and hiring recommendations. • Identify and proactively escalate capacity constraints, staffing conflicts, bench risk, skills gaps, forecast variance, and other operational exceptions with recommended actions—not simply status updates. • Develop and maintain workforce and operational intelligence that enables leadership to understand trends, risks, tradeoffs, and decisions required across the business. • Use AI, automation, analytics, and operational systems to reduce manual work, improve data quality, identify patterns, and increase the speed and quality of operational decision-making. • Identify, design, and implement process and workflow improvements that increase scalability, accountability, and operational effectiveness. • Maintain strong operational governance and data integrity across staffing, capacity, forecasting, project lifecycle, and delivery systems. • Support end-to-end delivery operations, including Sales-to-Delivery transitions, resource planning, staffing assignments, project setup and closeout, and engagement data integrity. • Own recurring capacity, staffing, and forecasting reviews for assigned business areas, ensuring leadership receives decision-ready insights rather than transactional reporting. • Work independently within established operating frameworks, proactively resolving issues and escalating exceptions that require broader business tradeoffs or leadership decisions. Your Qualifications • Bachelor’s degree in Business Administration, Operations, Finance, or a related field, or equivalent relevant experience. • 3–5 years of experience in an operations, resource management, workforce planning, staffing, or capacity planning role within a consulting or professional services environment. • Strong critical-thinking and problem-solving skills, with the ability to analyze business problems, identify root causes, evaluate tradeoffs, and recommend appropriate actions. • Strong analytical skills with experience interpreting utilization, capacity, availability, demand, pipeline, forecasting, and other operational metrics to identify trends, risks, and opportunities. • Demonstrated ability to work independently, operate effectively in ambiguity, take ownership of assigned responsibilities, and proactively drive work through resolution. • Strong business judgment and communication skills, with the ability to connect information across functions and translate data and findings into clear, actionable recommendations for stakeholders and leadership. • Experience with professional services and resource management systems such as Certinia PSA and Salesforce, with the ability to quickly learn and adapt to new technologies and tools. Preferred Qualifications • Familiarity with AWS, cloud consulting, or technology professional services environments. • Familiarity with business intelligence and visualization tools such as Power BI. • Exposure to GenAI and automation tools used to improve operational workflows, analysis, or decision-making. • Advanced proficiency with Google Sheets and/or Microsoft Excel. Benefits • 100% remote work • Med