Product Operations Coordinator
Our mission is to every professional feel powerful at work, and we’re helping to level the playing field by getting more top-tier career development (including coaching & mentoring), to more employees, sooner in their careers. We’re a NYC-based startup with a 100% remote team and virtual business model. We’re democratizing career development to help employees, managers, executives and HR all find more success and satisfaction in the jobs they already have!
PILOT supports HR Leaders by delivering virtual career development through a structured program of individual reflection, manager feedback, and live group coaching sessions.
Unlike traditional offerings that are expensive, difficult to roll out, and reinforce employee helplessness, only PILOT offers a turnkey solution that’s affordable, quick to deploy, and fosters employee agency and ownership.
In just six months, participants will advocate for themselves, create stronger connections with their colleagues, and develop a habit of self-improvement.
PILOT can be rolled out in just two weeks and we handle the communications, scheduling, operations, analytics, and nudging, enabling HR to play a more strategic role.
Market Validation and Accolades
Our award-winning (recently named a Top HR Product of 2020 by HR Executive Magazine, Grand Prize Winner of Pitchfest by the HRTech Conference, Top Workplace Technologies Startup to Watch in 2020 by Starr Conspiracy, and Best Advance in Women’s Leadership Development by Brandon Hall Group) product is revered by our members (end users) and our customers, representing many impressive brands across industries (MetLife, Justworks, Usertesting, Quartet Health, ViacomCBS, Pandora Radio, Housing Works, Whitman-Walker Health, City Year, LifeBridge Health, Aon, Thomson Reuters, and more). Our small, mighty, and nimble Crew has achieved a lot! We’re a hardworking, remote and distributed team, working with the best tools, in a great culture, and we want your help on our journey to transform people’s work lives and make career development, including coaching & mentoring, available to everyone.
Additionally, PILOT is riding the macroeconomic waves of a rapid systemic transition to remote work which is disrupting Learning & Development and favoring solutions like ours which are truly scalable while not losing the efficacy of in-person delivered programs. Executives and HR departments are increasing budgets and investment in employee engagement, career development and retention, all trends that benefit our business. Furthermore our product is both a quality and price leader, making a very compelling selling proposition for an Account Executive.
PILOT is looking for a part-time product operations coordinator that will support the operational tasks related to delivering, designing and enhancing the PILOT experience.
Part-time, contractor position averaging approximately 20 hours per week to start with room to expand as our organization grows.
As our organization grows and this role expands, it is possible this will move from a contractor position to a W2 employee with benefits.
The Product Operations Coordinator is available to support PILOT’s customer delivery & product operations Monday through Friday between the hours of 9:00am ET and 6:00pm ET.
The Product Operations Coordinator is responsible for:
Supporting daily operations for customer delivery of the PILOT experience including:
Executing the weekly delivery of PILOT’s digital activities by setting up and launching the technical aspects of the activities
Maintaining customer delivery schedules by updating status in PILOT’s project management tracking system
Keeping user data and tracking information updated
Escalating issues, product bugs, and communicating customer questions and concerns to support team resources
Coordinating and scheduling including:
Communicating with PILOT’s customer service manager to confirm date/times for identified live coaching sessions that are included in the PILOT experience
Working with the PILOT team to staff live sessions with appropriate roles
Setting up, sending and monitoring live session calendar invitations
Keeping the PILOT customer master calendar updated
Supporting overall operations for product delivery including:
Arranging and assisting with pipeline planning and the onboarding of new customers and PILOT users
Keeping customer and user documentation up to date and organized
Tracking and updating weekly performance metrics
Running and updating customer reports
Interfacing with other teams at PILOT:
Communicating and troubleshooting where needed with engineering, customer service, sales & marketing) and ensuring availability of cross-functional data.
Tech Savvy - Strong aptitude for technical software products and can quickly pick up and learn new technologies with ease.
Resourcefulness - You are committed to finding new and innovative ways to troubleshoot issues and solve problems. You know how to find answers because you utilize available resources and those beyond the walls of the workplace.
Eye for Detail - Exercising extreme attention to detail, you are thorough, have a talent for remembering things like names and have an eye for errors, proofreading & grammar.
Organized - A close cousin of being detail oriented, you are organized, have the ability to juggle multiple responsibilities, meet deadlines, and work efficiently.
Communication - Able to communicate effectively (both verbally and in writing) with colleagues, customers and partners. You are curious, ask questions and are open to feedback.
Adaptable - Cool, calm, and collected demeanor in front of customers — and behind the scenes. Ability to think quickly on your feet and overcome issues and challenges that may arise before, during or after the event.
Team Player - Making sure you are supporting your fellow colleagues, creating a unified front with the PILOT team. You have a passion for building relationships and providing outstanding customer service
Reliable - You are punctual, arrive at meetings on time and keep commitments. You are available Monday-Friday during regular business hours, 9am-6pm ET, for pre-scheduled meetings.
The ideal candidate is administratively strong and a fast learner as well as has the ability to manage multiple tasks in a fast paced, high energy environment.
Equipment: Coordinator is expected to provide their own computer, broadband internet access, physical work space, and mobile phone. Access to all Company systems, including email, will be furnished by the Company at the expense of the Company, including any third-party services required to complete the Services. Additionally, a soft-phone will be provided for making calls on behalf of the Company.
Tech Familiarity / Skill: Proficient in Microsoft Office (specifically Powerpoint & Excel), GSuite Apps (Google Drive & Gmail), Customer Service and Email Platforms (such as Intercom, Zendesk and Mailchimp), and Task or Project Management Tools (such as Asana, Microsoft Projects or Monday).
Core Working Hours: Coordinator will maintain their own schedule which allows for flexibility as long as work expectations are met, including attending key meetings scheduled by the Company. Coordinator will notify Company of planned recurring work schedule, that is agreeable to both parties, with the general understanding that core operating hours for the Company are 9AM–6 PM Eastern Time.
Hours Limit: Coordinator shall not incur more than 20 hours per calendar week in billable time without written pre-approval from the Company. Hours incurred in excess of 20 hours weekly without said permission will not be compensated. Coordinator agrees to stop work for a given week if hours in excess of 20 are not pre-approved.
Company Client: Coordinator will align on expectations, prioritize deliverables, and deliver completed work to Company’s Director of Product & Delivery, as the primary point of contact
What PILOT Offers
Compelling Work - Your work with PILOT directly supports our mission to transform career development opportunities and activate people so they can powerfully command their careers.
Flexibility - All of our team members are remote, working from different parts of the United States. You’ll be able to work from home with flexible, though consistent, working hours. Our core operating hours are 9 AM ET - 6 PM ET M-F, however we have colleagues who work across the US, and you’ll be empowered to adapt your schedule as needed to balance work and personal needs. We seek to maximize asynchronous work (outside of prospect/customer meetings) and minimize internal email, by using industry-leading collaboration tools.
Tools/Enablement - We believe in equipping each of our crew members for success, which includes external monitors, wireless mouse and keyboard, headsets, and the best SaaS tools to make asynchronous work easy and effective.
The PILOT Crew - Your colleagues, or as we call them ‘The PILOT Crew’, are quite compelling. We are a small team of high performers, with a willing spirit, great attitudes, and a sense of humor. You’ll get the recognition you deserve on a small team, oftentimes a thing that gets lost in larger companies. We want to celebrate your wins!
Growth Opportunities - You have the opportunity to grow with us and receive direct feedback on your performance and development as a professional. As a startup, this is a new position with huge potential in terms of growing. We act quickly on promising ideas and empower each of our crew to truly own their role and function.
The values that guide PILOT, including how we design our product, make decisions and our behaviors are: Activated, In Sync, Captivating, Realized and Impactful. We expect our people to hold these values close and we design our product around these, and use them to guide our behaviors in how we work with others.
Our Commitment to Diversity, Equity, and Inclusion
PILOT is a Certified LGBT Business Enterprise through the National Gay & Lesbian Chamber of Commerce.
We recognize that our people are our strength and the diverse talents they bring to our workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.
Equal Opportunity Employer/Disability/Veterans.