Business Operations Manager

Pilot; San Francisco (CA); On-site; USD 120,000 - 190,000; Full time

Benefits offered by this job

Flexible vacation policy

Observed federal holidays

Parental leave – 100% pay for 12 weeks

401(k) plan

Development opportunities

Job summary

Pilot is seeking a data-driven operations professional to own work orchestration, forecasting, and KPI reporting across the organization. You will build and maintain models that route work efficiently as demand and capacity change, and you will implement automation and AI-driven improvements to reduce manual work.

You will work directly with senior leadership to translate insights into strategic recommendations, ensuring billing accuracy and real-time performance visibility across teams.

Qualifications

• 3–5 years in business operations, analytics or finance, with a track record of building and running a system.

Responsibilities

• Own work orchestration systems and models that route work as volume, capacity, and service lines change.
• Build and maintain KPI reporting giving leadership a real-time view of performance.
• Develop forecasting models for staffing and capacity; translate forecasts into actionable recommendations.
• Own billing sheet accuracy and QA to keep processes scalable and error-free.
• Identify and build automation or AI-driven solutions to replace manual work.
• Lead process improvements across planning, allocation, forecasting, and billing.

Skills

Data fluency

Excel/Sheets expert

SQL

Looker/Analytics tools

AI tooling (Claude, etc.)

Attention to detail

Billing/forecasting

Tools

Excel/Sheets scripting

SQL

Looker

AI tooling

Job description

• This role sits at the center of how we plan, allocate, and forecast work across the organization, and increasingly, how we automate that work
• Pilot is moving fast toward agentic, AI-assisted operations, and this person will build and own the systems, models, and reporting that make that shift possible: work orchestration, KPI reporting, resource forecasting, and billing
• This isn’t a role for someone who wants to build one dashboard and maintain it
• It’s for someone who wants to keep building better systems as the work itself changes
• The role requires real fluency with data and automation tools (Excel/Sheets at an expert level, plus a builder’s instinct for where AI and scripts can replace manual work), sharp attention to detail, and good judgment about what results imply for our strategy and performance
• This person works directly with senior leadership
• Work Orchestration: Own the systems and processes that plan and allocate work across the organization. Build and maintain the models that route work efficiently as volume, team capacity, and service lines change
• KPI Reporting: Build and maintain reporting that gives leadership a clear, accurate, real-time view of business performance. Know the data well enough to catch anomalies before they become someone else’s problem
• Resource Forecasting: Build and maintain forecasting models that project staffing and capacity needs against demand. Translate forecasts into recommendations leadership can act on
• Billing Operations: Own billing sheet accuracy and process, including the reconciliation and QA that keeps them error-free at scale
• Automation & AI Adoption: Identify where manual, spreadsheet-based, or repetitive work can be automated or AI-assisted. Build these solutions directly rather than just recommending them, using tools like Excel/Sheets scripting, SQL, and emerging AI tooling
• Process Optimization: Identify and implement improvements to the processes, workflows, and systems this role owns, so accuracy and efficiency improve as the business changes. When an improvement requires cross-functional buildout, lead it end to end, including the change management to get it adopted

Benefits

• Flexible vacation/time-off policy
• All federal holidays are observed
• Parental leave for birthing or non-birthing parents – 100% pay for 12 weeks
• 401(k) plan
• Development opportunities & employee happiness initiatives
• Seasoned founding team that has led companies through two prior successful startups and acquisitions (by Oracle and Dropbox)
• Wellness benefits such as Modern Health, Headscape, One Medical, Aaptiv and Rightway

Project Leadership:

Demonstrated experience leading the build or overhaul of an operational system, including the change management needed to get a team to adopt it

Experience:

3-5 years in business operations, analytics, or finance, ideally in a start-up or technology-forward environment, with a track record of actually building and running a system. Experience owning forecasting, billing, or resource-planning is a strong plus

Detail Orientation:

A track record of getting the numbers right the first time

Communication:

Strong verbal and written communication skills, with the ability to work directly with senior leadership and translate technical or data-heavy work into clear recommendations

Systems Thinking:

Able to see how planning, allocation, forecasting, and billing connect, and to design solutions that account for the whole picture rather than one piece of it

Technical Proficiency:

Expert-level Excel/Sheets (formulas, modeling, automation/scripting), plus working proficiency in SQL and analytics tools (e.g., Looker). Comfort using AI tools like Claude Cowork