Manager, Business Operations

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

• 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
• 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
• Change Management: Support adoption of change associated with key initiatives and projects they work on including development of communications, training materials or user guides
• Process Optimization: Identify and implement improvements in business processes, workflows, and internal systems to maximize operational efficiency.
• 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
• 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

• Experience: 5-7 years of experience in business operations, strategy, or senior project management roles, ideally in a start-up or technology-forward environment.
• Technical Proficiency: Proficiency in business operations software (e.g. ERP systems), data analytics tools (e.g., GSheets, Excel SQL, Looker), and business modeling.
• Project Management: Demonstrated experience in leading cross-functional projects to achieve successful business-level outcomes and accompanying change adoption
• 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