Pilot Fiber
Manager, Customer Experience
New York, NY
No sponsorship$115k-$140kDetected 29 days ago
Project ManagementOnboardingLeadershipCommunicationMentoring
About the role
- Pilot is a modern connectivity company based in New York City.
- We're a passionate, close-knit team that believes businesses have more important things to worry about than their internet connection.
- Pilot Fiber, Inc. is not open to third-party solicitation or resumes for our posted positions.
Responsibilities
- 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.
- Manage and coordinate a team of CX Specialists to ensure smooth customer onboarding, account changes, and general customer operations.
- 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
Requirements
- 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
- Experience working in lockstep with sales and technical teams
Compensation
- Base salary of $115,000 - $140,000
Company info
- Partner with Sales and Marketing to identify opportunities to upsell and retain existing customers, implementing strategies to nurture accounts and strengthen customer relationships.
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This listing is sourced directly from Pilot Fiber's careers page and normalized into a canonical job model.