Sr. Product Specialist, Customer Experience at Pilot | Powderkeg

The Role

Product Specialists at Pilot are finance and accounting subject matter experts who possess deep Pilot operational knowledge and have the unique ability to identify and address important accounting and finance-specific customer and Pilot operational problems. A Product Specialist is leverages accounting and finance expertise and a deep understanding of Pilot operational processes to act as an Operations user advocate in support of research, process definition, and project prioritization.

As a Senior Product Specialist, you would be expected to lead project initiatives in designing scalable operational workflows, consulting cross- functional partners in GTM or R&D teams, or developing company strategy. As a Product Specialist in the Customer Experience organization, your focus would be entirely on developing process improvements and building customer facing products in support of a delightful, seamless experience with Pilot.

Key Responsibilities

  • Define and evolve our operational processes as we build our services for scale and efficiency
  • Successful rollouts and launches via technical documentation and communication with stakeholders, leaders, and affected cross-functional teams
  • Integrate with Engineering, Product, and Design to define specifications for, test, launch, and ensure successful adoption of new product features
  • Analyze our current operational processes to determine opportunities for automation and improved customer experience
  • Partner with Customer Success, Sales, and Marketing to advocate for customer needs

About You

Need to Haves

  • You have ~5-8 years of relevant work experience in accounting or finance
  • Exceptional communication skills with the ability to distill complex issues into structured frameworks and concrete action plans.
  • Highly analytical and motivated to derive actionable insight from large amounts of unstructured information.
  • Systems thinker with the ability to independently carry out rigorous problem solving.
  • Excellent project management with demonstrated ability to drive forward progress on multiple cross-functional initiatives.

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

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.

Job Summary
  • Job Title
    Sr. Product Specialist, Customer Experience
  • Company
  • Location
    San Francisco, CA
  • Employment Type
    Full time
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