Manager, Customer Experience

Pilot • $115K — $140K *
New York, NY 10025In-Person
Business Services
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 6+ years experience in a customer-facing role
  • 2+ years managing a customer-facing team
  • Strong project management skills from idea to implementation
  • Intermediate technical acumen with quick grasp of technical concepts
  • Outstanding written and verbal communication skills
  • Proficient in prioritizing, problem-solving, and multitasking
  • Proven experience building operational processes from scratch

Responsibilities

  • Manage and coordinate a team of CX Specialists for seamless onboarding and operations
  • Serve as a senior escalation point for complex customer issues via phone and email
  • Set and advocate for customer experience standards across the customer journey
  • Build and maintain a QC program to enhance team communication quality
  • Design and implement operational infrastructure using Gmail and Hiver for team efficiency
  • Create metrics for data-driven management of team performance and quality
  • Drive proactive customer experience initiatives addressing systemic pain points

Benefits

  • Company-sponsored Medical, Dental, Vision Coverage
  • Company-sponsored 401(k)
  • Commuter & Wellness Reimbursement
  • Competitive PTO
Full Job Description
ON A TYPICAL DAY YOU'LL
  • Manage and coordinate a team of CX Specialists to ensure smooth customer onboarding, account changes, and general customer operations.
  • Serve as the senior escalation point for internal and external stakeholders, handling difficult customer situations directly via phone and email.
  • Set and advocate for customer experience standards across the full customer journey (not just within your team) with an eye toward customer satisfaction, operational efficiency, and long-term retention.
  • Build and own a QC program to regularly review team members' customer communications, identify quality gaps, and deliver timely, direct coaching and feedback.
  • Design and implement operational infrastructure to support team operations, in an environment where Gmail and Hiver the primary tools (today): workload tracking, process documentation, performance dashboards.
  • Build toward data-driven management by creating the metrics and reporting needed to track team performance, quality, and workload over time.
  • Own customer communication standards, adapting them based on customer feedback, process changes, and business objectives.
  • Recruit, train, and manage a high-performing CX team, providing coaching day-to-day as well as supporting career development.
  • Build and deliver role-based training programs to strengthen customer experience capabilities across customer-facing teams.
  • Drive proactive CX initiatives that go beyond day-to-day operations: identifying systemic customer pain points and leading projects to address them.
  • Partner with Sales and Marketing to identify opportunities to upsell and retain existing customers, implementing strategies to nurture accounts and strengthen customer relationships.
  • Collaborate with Sales, Service Delivery, and technical teams to advocate for the customer and align on process and product improvements.
  • Actively solicit feedback from all customer-facing teams to surface insights, identify patterns, and drive continuous improvement.
  • Regularly report to leadership on team performance and quality trends using both quantitative and qualitative examples.

WHAT WE'RE LOOKING FOR
  • 6+ years experience in a customer-facing role
  • 2+ years of experience managing a customer-facing team
  • Strong project management skills with the ability to take a project from idea to implementation independently and see it through.
  • Intermediate technical acumen, and ability to grasp technical concepts quickly
  • Outstanding communication skills - written and verbal - with the ability to tailor messaging strategy for different audiences and an ability to turn complex technological concepts into clear, multichannel communications
  • Ability to prioritize, problem-solve, multitask, and work independently in a dynamic, rapidly changing workplace
  • Demonstrated experience building operational processes and systems from scratch
  • Strong leadership and team management skills with experience leading cross-functional teams and developing a high-performance culture
  • Experience working in lockstep with sales and technical teams
  • Experience evaluating and implementing software and tools to improve team operations, with the ability to identify gaps, assess solutions, and drive adoption.


PILOT'S PAY & PERKS
  • Base salary of $115,000 - $140,000
  • Company-sponsored Medical, Dental, Vision Coverage
  • Company-sponsored 401(k)
  • Commuter & Wellness Reimbursement
  • Competitive PTO


About Pilot

Pilot is a financial services company that provides bookkeeping, tax, and CFO services to startups and small businesses. The company's platform automates financial processes and provides real-time insights into financial performance. Pilot was founded in 2017 by a group of former PayPal employees and has raised over $120 million in funding. The company has over 1,000 clients and has partnerships with major accounting software providers such as QuickBooks and Xero.
Learn more about Pilot
Size
200 employees
Industry
Finance & Insurance
Net Income
-$10 million
Founded
2017
5 Year Trend
+50%
Revenue
$100 million
NASDAQ
PLT
* Ladders Estimates

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