Andrew Caplan
Chicago,IL
Summary
Dynamic operations leader with a proven track record at Confluent, driving operational efficiency and enhancing revenue forecasting accuracy. Skilled in performance metrics and cross-functional collaboration, I successfully improved PS delivery bookings by 40% year-over-year while fostering team development and implementing impactful process improvements.
Overview
15
15
years of professional experience
Work History
Director of Operations, Professional Services
Confluent
11.2024 - Current
- Drove operational success of Infosys Strategic Partnership in transferring of 2/3 of the PS delivery team over to Infosys as part of deal.
- Established an Operational Framework and Dashboards to partner with their delivery managers for program success.
- Established enhanced rhythm of the business documentation and frameworks for executive team reviews, providing improved OKR and KPI inspection tools and review.
- Conducted annual planning reviews with senior leadership.
- Created a simplified compensation program for PS Sales Leadership, saving operational support 8-10 hours per month, while driving focus of the business on backlog acceleration.
Senior Operations Manager, Professional Services
Confluent
12.2022 - 11.2024
- Managed global team of 8 operations managers, supporting 25 services Practice Managers and three Regional VPs, and 100 delivery resources worldwide.
- Reduced operational process overhead through automation and process simplification, saving 1 FTE annually.
- Supported audit procedures with 100% success rating.
- Enhanced revenue forecasting accuracy through improved dashboards, achieving 98% accuracy – a 13% increase from previous tools.
- Established consumption impact metrics that provided insights for key business decisions, contributing to a 40% Y/Y increase in bookings in Americas from FY24 to FY25.
- Established CSAT reporting for the business through the use of Gainsight.
Senior Business Operations Manager
Amazon Web Services
05.2020 - 12.2022
- Supported 1700 person delivery organization reporting on delivery KPIs and improving resource forecast accuracy 8% and reducing unscheduled backlog by 15%.
- Designed and managed Salesforce dashboards, redesigned regional reports, and co-led executive review documents which improved revenue forecast accuracy 28%.
- Provided insights and partnership with senior leaders and finance team to help through annual operational planning exercises.
- Supported two industry verticals (Healthcare, Manufacturing) in growing each vertical’s bookings by 200% and revenue by 121% year over year in 2020 and 2021.
- Developed mechanisms to support pipeline management and bookings forecasting, short and long-term revenue forecasting, Industry Specialist Impact Analysis and Weekly Business Review package with 12 delivery KPIs to inspect.
- Lead Operations Trainer for Delivery Excellence and Sales Excellence courses delivering to over 800 new hire resources.
- Supported the business rhythm cadence, leading meetings through deliverables including owning the agenda, developed and tracked follow-up actions and influenced leaders to complete forward looking business plans.
- Led the first ever Industry Specialist Summit curating a two-day session to bring together for the first time the ten different Industry Specialist team leads with 18 attendees to enable better consistency, operational rigor, and cross-collaboration.
Associate Client Solutions Architect
AHEAD LLC
02.2019 - 05.2020
- Worked with Client Solutions Architect team of 7 Senior Architects on driving opportunities from a Pre-Sales capacity resulting in $7.8M in product bookings and $2.1M services bookings of the overall $54M in product bookings and $12.6M in services bookings.
- Collaborated on proposals, solution sizing, and configuring solutions for ten healthcare customers and internal teams, enhancing service delivery and client satisfaction.
- Coordinated with Client Operations team on pricing and TCO proposals, streamlining cost estimation processes.
- Engaged with AHEAD Services organization to drive services opportunities through Opportunity Assessment and SWA/SOW creation, aligning offerings with client needs.
- Drove managed services offerings through Public Cloud offerings with AHEAD Services team ($900K in bookings).
Senior Pre-Sales Support Specialist
AHEAD LLC
02.2016 - 01.2019
- Developed process enhancements for opportunity creation, deal registration and SLA improvements within quote request queue resulting in 4x reduction in time to quote.
- Averaged 4500 customer facing technical quotes per year (2x average output).
- Created multi-configuration and multi-site technical builds through vendor quoting tools.
- Worked with finance team to improve tax coding within Salesforce resulting in 70,000 skus coded correctly and improved tax reporting 100%.
- Trained new hires from Pre-Sales capacity and helped mentor new members of the Pre-Sales team.
- Created 'First Year at AHEAD' training plan to ensure successful team integration.
Pre-Sales Support Specialist
AHEAD LLC
02.2015 - 01.2016
- Responsible for quoting and configuring all quote requests from entire sales organization.
- Handled all product and vendor onboarding into Salesforce.
- Reported to management monthly on quoting trends.
- Maintained quoting dashboard.
- Worked with Sales Operations team to help drive big deals.
- Improved quote request process to mitigate negative margin transactions and ensure accuracy.
Sales Business Analyst
AHEAD LLC
10.2014 - 01.2015
- Supported three Account Managers on maintaining sales pipeline.
- Reported deal status, margin targets and services engagements to senior leadership.
- Worked with Professional Services team on pricing and SOW creation to ensure accuracy for resource management.
- Created customer facing quotes for deals and handled all pricing from vendors and the AHEAD Services organization.
- Responsible for booking purchase orders and ensuring accurate documentation for accounting purposes.
- Worked on Quarterly Business Plans to drive current and future quarterly growth.
Associate Sales Business Analyst
AHEAD LLC
02.2014 - 09.2014
- Submitted, tracked and reported on all Deal Registrations for all vendors in the company.
- Managed registration campaigns and vendor rebate programs.
- Opportunity management from opportunity initiation through deal booking within Salesforce.
- Worked on process improvements to deal registration process to streamline efficiencies.
Assistant Branch Manager Operations
CHASE BANK
03.2011 - 02.2014
- Handled all operations and compliance for multiple bank branches to prepare for annual audits.
- Created schedules for 25 employee branch.
- Trained all newly hired employees at branches for operational awareness.
Education
Bachelor of Arts - Spanish, Business Finance
Knox College
Galesburg, IL06.2006
University of Barcelona
Barcelona, Spain09.2004
Skills
- Business strategy and planning
- Performance metrics
- Revenue forecasting
- Team leadership
- Process improvement
- Financial forecasting and P&L management
- Operational efficiency
- Cross-functional collaboration
- Change management
- Talent acquisition and development
- Corporate governance
Languages
- Spanish
- English
Recognition
- Quarterly Impact Award Nominee - Confluent Q2 2025
- AHEAD Annual Collaborate Innovate Drive Award Winner (Employee of the Year) – 2016 & 2017
- AHEAD Quarterly Collaborate Innovate Drive Award Winner (Employee of the Quarter) – Q1 2016, Q4 2017
Timeline
Director of Operations, Professional Services
Confluent
11.2024 - Current
Senior Operations Manager, Professional Services
Confluent
12.2022 - 11.2024
Senior Business Operations Manager
Amazon Web Services
05.2020 - 12.2022
Associate Client Solutions Architect
AHEAD LLC
02.2019 - 05.2020
Senior Pre-Sales Support Specialist
AHEAD LLC
02.2016 - 01.2019
Pre-Sales Support Specialist
AHEAD LLC
02.2015 - 01.2016
Sales Business Analyst
AHEAD LLC
10.2014 - 01.2015
Associate Sales Business Analyst
AHEAD LLC
02.2014 - 09.2014
Assistant Branch Manager Operations
CHASE BANK
03.2011 - 02.2014
Bachelor of Arts - Spanish, Business Finance
Knox College
University of Barcelona