Customer Experience Org Operations Intern - Summer 2027

Job Overview

The PSO Operations Intern / Co‑Op supports Manhattan’s Professional Services Operations (PSO Operations) team in running the “business of consulting” – ensuring our global services teams have the data, tools, and processes they need to deliver projects effectively. You will work side‑by‑side with Operations leaders, resource managers, and consultants on real projects that improve how we staff, track, and execute client work.

In this role, you will:

• Build and maintain reports and dashboards in tools like Excel, Power BI, and Salesforce to support staffing, time entry compliance, billing, and project health.
   
• Help automate and streamline recurring operational tasks, including macro‑driven email templates, audit routines, and access workflows.
   
• Support audits (e.g., billing holds, time entry, case management) that ensure data quality and financial accuracy across Services.

This internship is a recurring role that runs every semester, with opportunities to return for additional terms and strong visibility to full‑time consulting or operations roles upon graduation.

Key Responsibilities

Data, Reporting & Analytics (40–50%)

• Build, maintain, and enhance Excel‑based reports, including use of formulas, pivot tables, and basic VBA/macros to streamline recurring reporting (e.g., audits, weekly metrics, distribution lists, vacation and go‑live reporting).
   
• Support Power BI reporting (e.g., PSO dashboards, “Everyday Counts”, business development views), including data validation, filter/“bookmark” cleanup, and basic visualization tweaks under guidance from senior analysts.
   
• Assist with time entry and compliance reporting (e.g., Late Time Entry, System Time Entry Tracking) by pulling data, identifying gaps, and summarizing findings for Operations leadership.
   
• Help maintain case and audit trackers (e.g., MAI late time entry, billing hold audit, case management audits) to ensure data accuracy and timely follow‑up.

Operations Processes & Audits (30–40%)

• Execute recurring operations audits (e.g., billing hold audits, over/under audits, weekly case counts, opportunity and account updates) following established playbooks and documentation.
   
• Support invoicing and billing operations through data validation, toolkit enhancements, and exploratory research on process automation (e.g., macros + Power Automate integration with Power BI/Salesforce).
   
• Help manage onboarding and access workflows for co‑ops/interns and PSO resources (e.g., submitting / tracking ServiceNow (SNOW) tickets for tool access, Jira/Confluence, Salesforce, EDW, Power BI workspaces, security groups, and distribution lists).
   
• Assist with SharePoint and Teams organization for PSO Operations content (e.g., documentation libraries, “Hidden Trove” groups, PSO Ops Teams channels), ensuring information is easy to find and access rights are correct.

Tools, Systems & Enablement (10–20%)

• Learn and use a broad ecosystem of internal tools, including:
  • Salesforce for timecards, assignments, projects, milestones, and account dashboards.
     
  • ServiceNow (SNOW) for access requests to EDW, Jira, Confluence, Power BI, and other systems.
     
  • Power BI for dashboards and analytics across PSO.
     
  • Excel VBA / macros for recurring email and reporting automations.
     
  • SharePoint & Microsoft Teams for documentation and collaboration.
     
• Participate in training (e.g., Salesforce/Jira, VBA/Excel macros, internal ACE courses) and apply learning directly to your project work.
   
• Contribute to exploratory automation and AI initiatives (e.g., using Power Automate or internal AI tools) to reduce manual effort across audits and reporting.

Collaboration, Communication & Professional Development (10–20%)

• Join regular touch‑points with your manager and the PSO Operations team to review priorities, remove blockers, and share updates.
   
• Set up brief 1:1s with members of PSO Operations and Resource Management to understand how operations supports consulting teams and client delivery.
   
• Present interim and end‑of‑term deliverables (e.g., audit results, automation prototypes, dashboard enhancements) to Operations leaders and stakeholders.
   
• Proactively document process steps, assumptions, and findings so that future interns and teams can build on your work.

Tools & Technologies You Will Use

Interns in PSO Operations typically gain hands‑on experience with:

• Microsoft Excel (advanced formulas, pivot tables, basic VBA/macros).
   
• Power BI (viewing, filtering, and light maintenance of dashboards and reports).
   
• Salesforce (services dashboards, account and opportunity updates, timecard and case data).
   
• ServiceNow (SNOW) for access management, Jira/Confluence, EDW, and Power BI requests.
   
• Jira & Confluence for project and documentation support on PSO initiatives.
   
• SharePoint & Microsoft Teams for documentation, progress tracking, and collaboration.
   
• Exposure to Power Automate and internal AI tools (e.g., Glean, “Maki”) as part of automation pilots.