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Pilot is building a hybrid software/service solution for financial back office operations (bookkeeping, tax, CFO services) serving thousands of tech startups and SMBs. The Manager, Business Operations role sits at the center of operational planning, work allocation, forecasting, and billing—and increasingly, AI-assisted automation.
This is an individual contributor role reporting to the Head of Business Operations, working closely with Customer Operations service delivery teams (150+ employees) and cross-functional partners. The role owns several critical systems:
**Work Orchestration**: Design and maintain systems that plan and allocate work across the organization, routing work efficiently as volume, capacity, and service lines change.
**KPI Reporting**: Build and maintain real-time dashboards and reports that give leadership clear visibility into business performance. Catch data anomalies early.
**Resource Forecasting**: Develop forecasting models that project staffing and capacity needs against demand, translating forecasts into actionable leadership recommendations.
**Billing Operations**: Own billing accuracy, reconciliation, and QA processes at scale.
**Automation & AI Adoption**: Identify manual, spreadsheet-based, or repetitive work that can be automated or AI-assisted. Build solutions directly using Excel/Sheets scripting, SQL, and emerging AI tools rather than just recommending them.
**Process Optimization**: Continuously improve processes, workflows, and systems. Lead cross-functional buildouts and change management when improvements require broader adoption.
The ideal candidate has 3–5 years in business operations, analytics, or finance in a startup or tech-forward environment, with a track record of building and running operational systems. Required skills include expert-level Excel/Sheets (formulas, modeling, scripting), working SQL and analytics tools (e.g., Looker), and comfort with AI tools like Claude. Strong systems thinking, attention to detail, and demonstrated project leadership are essential. This person works directly with senior leadership and must communicate complex data and technical work clearly to non-technical audiences.
Pilot is moving fast toward agentic, AI-assisted operations. This role is for someone who wants to keep building better systems as the work itself changes—not maintain a static dashboard.
