Customer Experience Operations Intern

Customer Experience Organization Operations Intern 

Job Overview

The CXO Operations Intern supports Manhattan’s Customer Experience Organization (CXO 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).
  
   
• 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).
   

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 CXO 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.

Required Qualifications

• Current undergraduate student pursuing a degree in Industrial Engineering, Mechanical Engineering, Computer Science, Information Systems, Business Analytics, Finance or a related field. 
• Available to work full‑time (40 hours/week) for the entire term (Spring, Summer, or Fall).
  
   
• Strong proficiency with Microsoft Excel, including:
  • VLOOKUP/XLOOKUP, SUMIFS, COUNTIFS, pivot tables, and charting.
    
     
  • Comfort working with large data sets and multiple tabs.
    
     
• Demonstrated ability to analyze data, identify trends or anomalies, and summarize findings clearly in writing and slides.
  
   
• Strong attention to detail and commitment to data accuracy, particularly when working on audits or financial‑adjacent reporting.
  
   
• Clear, professional written and verbal communication skills; able to ask clarifying questions, provide concise status updates, and document processes.
  
   
• Proven ability to manage multiple tasks and meet deadlines in a fast‑paced, team‑oriented environment.

Preferred Qualifications

• Experience with VBA or Excel macros (or coursework / projects using programming or scripting languages such as Python, Java, or C++ with interest in applying that to Excel automation).
  
   
• Exposure to Power BI, Tableau, or other BI/reporting tools (creating or editing reports, using filters/slicers, building visuals).
  
   
• Familiarity with Salesforce or other CRM/ERP tools (reports, dashboards, data entry, or audits).
  
   
• Experience with SharePoint, ServiceNow, Jira, or Confluence in a project or internship setting.
  
   
• Interest in consulting operations, professional services, or supply chain technology, including how data and process drive better client outcomes.
  
   
• Prior internship, co‑op, or campus leadership experience that demonstrates initiative, ownership, and the ability to work independently once given direction.

Competencies & Success Profile

Interns who have thrived in CXO Operations typically demonstrate:

• Analytical thinking: Comfort breaking down ambiguous questions into data steps, validating assumptions, and checking results.
  
   
• Systems curiosity: Interest in understanding how tools connect (e.g., how Salesforce, EDW, and Power BI feed each other) rather than just following steps.
  
   
• Process mindset: Ability to follow structured audit guides and then suggest improvements as you learn the “why” behind them.
  
   
• Ownership & reliability: Following through on commitments, proactively flagging risks (e.g., access issues, data discrepancies), and keeping stakeholders informed.
  
   
• Collaboration: Working effectively with PSO Operations, Resource Managers, and consulting teams; comfortable setting up 1:1s, asking questions, and incorporating feedback.
  
   
• Growth mindset: Openness to feedback, eagerness to learn new tools, and a desire to see how operations supports large‑scale supply chain projects for global clients.