Manager, Customer Experience

Job description

Pilot is a modern connectivity company based in New York City. We deliver fiber-optic internet and network services to businesses with no contracts, backed by a 100% uptime guarantee and 24/7 proactive support. We're a passionate, close-knit team that believes businesses have more important things to worry about than their internet connection. Our top priority is enabling extraordinary work across all industries with connectivity solutions that are adaptive, agile, and designed with the customer in mind. 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 At Pilot, we believe differences make us stronger, and that our diversity is something to celebrate. Pilot hires without regard to race, color, religion or belief, national, social or ethnic origin, sex (and pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Pilot Fiber, Inc. is not open to third-party solicitation or resumes for our posted positions. Any resume submitted to a Pilot Fiber, Inc. employee by a recruiting firm that does not have a valid, written search agreement with us will be considered a referral, regardless of whether it is submitted for a posted position or for general consideration, and no matter how it is submitted (via email, the Internet, or other means). No fee will be paid in the event a candidate is hired by Pilot Fiber, Inc. as a result of the referral or through other means. VISA SPONSORSHIP NOT AVAILABLE