Our new customer onboarding is one of the most pivotal customer touch points as it's our customers' first experience with Pilot. Many teams touch onboarding (Onboarding Operations, Finance Operations, Controller Services, Sales, and Solutions Architecture). With many teams being involved in Onboarding, we have a need for air traffic control that can help streamline processes, build new processes, and keep a pulse on reaching key milestones.  The Finance Operations Onboarding Program Manager will assist the Sr Manager of  Finance Operations Onboarding and other Onboarding Leaders with executing large customer onboarding organizational goals such as creating workflows that help remove bottlenecks, tracking onboardings to ensure they are completing milestones on time, and coordinating activities between cross-functional teams without directly managing them. 

Objectives of this Role

  • Strategize, implement, and maintain onboarding program initiatives that adhere to organizational objectives
  • Develop program assessment protocols for evaluation and improvement
  • Maintain organizational standards of satisfaction, quality, and performance
  • Coordinate cross-functional onboarding activities
  • Formulate, organize and monitor inter-connected projects related to onboarding

Daily and Monthly Responsibilities

  • Monitor progress of all FinOps and Controller Services onboarding initiatives and ensure that progress is communicated to leadership on a daily, weekly, and monthly basis
  • Proactively communicate customer deliverable delays to Sr Mgr of Onboarding, Head of FinOps, and Executive Leadership
  • Work closely with the Sr Mgr of FinOps and leaders across Onboarding Operations, Controller Services, and OpsOps teams to plan and develop scope, deliverables, required resources, work plan, budget, and timing for new customer onboardings
  • Manage program and project teams for optimal return-on-investment, and coordinate and delegate cross-project initiatives
  • Identify key requirements needed from cross-functional teams 
  • Work with other program managers to identify risks and opportunities across multiple projects within the department
  • Analyze, evaluate, and overcome program risks, and produce program reports for management and stakeholders

Skills and Qualifications

  • Bachelor’s degree in business administration or related field
  •  8+ years in an advanced management role (preference given to those with program management experience)
  • Ability to thrive in a fast-paced and ambiguous environment
  • Exceptional leadership, time management, facilitation, and organizational skills
  • Outstanding working knowledge of change management principles and performance evaluation processes
  • An analytical and data-driven decision making mentality
  • Obsessively obsessed with attention to detail and leaves no stone unturned 

Preferred Qualifications

  • Master’s degree in business administration or related field
  • Previous stakeholder management skills
  • Strong working knowledge of Bookkeeping processes

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, Headscape, 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 $78,000 - $130,000 in Nashville, TN. 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.

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