The Role
Pilot is building a first-of-its-kind, hybrid software/service solution to tackle the financial back office (bookkeeping, tax, CFO, etc.) so that founders and business owners can focus on building and running their businesses. We already work with 1,700+ customers in the tech startup and SMB sectors, and we are expanding rapidly.
The Customer Operations department is 125+ employees that partner with our customers to manage their accounting back office and support them in their business goals. This is an individual contributor role that reports into the Head of Business Operations and will need to be able to collaborate with Customer Operations service delivery team members, cross-functional partners as well as with peer Business Operations Managers.
The Business Operations Manager will be asked to support the various towers within the Customer Operations Department (i.e. Onboarding Operations, Steady State Operations). This role requires a strategic and creative thinker with excellent organizational and communication skills. This role requires a willingness to understand, interpret and use data to help drive business outcomes and process change for the organization.
This is a role that will be at the forefront of how we plan and allocate work for the organization, and correspondingly. Corresponding, this role will require someone to understand the interplay between planning & allocations with process execution. The role will be expected to work on critical initiatives for the business as well as on a day-to-day business partner cross-functionally to identify and execute on process improvements.
Customer Operations is based in Nashville, TN. This role is available both remote and in office (flexible on-site schedule).
Key Responsibilities
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Data-Driven Insights: Leverage analytics to evaluate business performance and make informed decisions. Prepare reports and presentations to enable their stakeholders to best understand plan and results for the specific functional tower
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Project Management: Lead key initiatives and projects to drive business growth, working with various teams to ensure milestones are met on time and within budget
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Change Management: Support adoption of change associated with key initiatives and projects they work on including development of communications, training materials or user guides
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Process Optimization: Identify and implement improvements in business processes, workflows, and internal systems to maximize operational efficiency.
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Strategic Thinking: Steps back from the day-to-day and is able to ideate, develop and propose strategic initiatives to Customer Operations leadership and other cross-functional stakeholders
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Culture Stewardship: Foster a positive, inclusive, and high-performance culture within the operations team and across departments. Act as a role model, championing company values and promoting collaboration, transparency, and continuous improvement.
About You
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Experience: 5-7 years of experience in business operations, strategy, or senior project management roles, ideally in a start-up or technology-forward environment.
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Technical Proficiency: Proficiency in business operations software (e.g. ERP systems), data analytics tools (e.g., GSheets, Excel SQL, Looker), and business modeling.
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Project Management: Demonstrated experience in leading cross-functional projects to achieve successful business-level outcomes and accompanying change adoption
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Exceptional Communication Skills: Excellent verbal and written communication skills, with the ability to influence and collaborate with stakeholders across the organization, serving as the “glue” across teams
About Pilot
Pilot launched in 2017 to bring the back office into the modern era. Pilot provides small businesses with dedicated finance experts - which Pilot hires as full-time, U.S.-based employees - who learn the ins-and-outs of their business. Pilot integrates directly with the billing, banking, expense, and payroll systems customers already use. With a special blend of custom software and expert bookkeepers, Pilot delivers accurate, consistent bookkeeping and financial management and tax services that give entrepreneurs the freedom to focus on their business.
Pilot has over 1,000 customers and has raised over $170 million in financing from Sequoia, Index Ventures, Stripe, Bezos Expeditions, and Whale Rock. Our investors also include a long list of world-class entrepreneurs, including Patrick and John Collison, Drew Houston, and Diane Greene. Our most recent funding round doubled our valuation to $1.2 billion – Meet Fintech’s Newest Unicorn.
Why Pilot?
- We invest in our employees’ development and happiness because our employees are the keys to our success and ensuring happy customers
- The opportunity to join a seasoned founding team that has led companies through two prior successful startups and acquisitions (by Oracle and Dropbox).
- Flexible vacation/time-off policy
- All federal holidays are observed
- Competitive benefits package including wellness benefits such as Modern Health, Headspace, One Medical, Aaptiv and Rightway
- Parental leave for birthing or non-birthing parents – 100% pay for 12 weeks
- 401(k) plan
The base pay range target for the role seniority described in this job description is $100,000 - $170,000 in San Francisco, CA. Final offer amounts depend on multiple factors such as candidate experience and expertise, geographic location, total compensation, and market data. In addition to cash pay, full-time regular positions are eligible for equity, 401(k), health benefits, and other benefits; some of these benefits may be available for part-time or temporary positions.
Pilot commits to provide a work environment free of discrimination and harassment, as well as equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. You may view all of Pilot’s recruiting notices here, including our EEO policy, recruitment agency policy, recruitment scam notice, and important E-Verify information. You may view our job candidate privacy policy here.
