Program Manager, Operations Excellence
Owns platform and financial data access processes for human and AI workflows at Pilot. Manages credentials, resolves integration issues, creates onboarding documentation, and partners with engineering to automate platform access.
Key Responsibilities
- Manage admin console accounts and platform credentials, ensuring seamless access for both human operators and AI agents
- Work with external platforms to resolve access and integration issues across manual and automated workflows
- Produce and maintain accurate onboarding instructions for our customers
- Create and update internal documentation covering access provisioning, sync processes, and risk mitigation
- Maintain access- and platform-related ticketing queues, identifying patterns that could be resolved through automation
- Develop workflows and guardrails for accessing new institutions in compliance with Pilot guidelines
- Support and expand automation for platform onboarding, partnering with engineering and AI teams to reduce manual steps over time
Requirements
- Bachelor's degree or equivalent experience and 5+ years of relevant work experience in accounting/finance platform management, customer success, customer onboarding, or program management
- Systems thinker who can independently carry out rigorous, actionable analysis — and translate findings into processes that work for humans and machines alike
- Research-focused, with the ability to dive deep into complex platform access and integration problems
- Exceptional communication skills, with the ability to create clear, easy-to-follow processes for customers, internal users, and technical teams building AI tooling
- Genuine curiosity about AI and automation, with a willingness to actively experiment with agentic workflows
- Comfortable navigating ambiguity in a fast-paced, rapidly evolving environment
Compensation & Benefits
- Base pay range: $62,000 - $84,000
- Equity eligibility
- 401(k) plan
- Flexible vacation/time-off policy
- All federal holidays observed
- Wellness benefits (Modern Health, Headspace, One Medical, Aaptiv, Rightway)
- Parental leave – 100% pay for 12 weeks (birthing and non-birthing parents)
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