Business Operations Analyst

Join Pilot to build and own systems, models, and reporting across Customer Operations. You will drive work orchestration, KPI reporting, resource forecasting, billing accuracy, and automation initiatives using advanced Excel/Sheets scripting, SQL, and AI tools like Claude Cowork.

Key Responsibilities

• Work Orchestration: Plan and allocate organizational work efficiently while adapting to changing volumes and capacity.
  KPI Reporting: Deliver real-time business performance views with high accuracy, proactively identifying data anomalies.
  Resource Forecasting: Project staffing needs against demand and translate forecasts into actionable leadership recommendations.
  Billing Operations: Ensure process integrity through rigorous reconciliation and QA at scale.
  Automation & AI Adoption: Identify opportunities to automate manual tasks using Excel/SQL/AI tools and build solutions directly.
  Process Optimization: Lead end-to-end improvements in workflows, managing change management for successful adoption.

Requirements

Must Have: 3-5 years experience in business operations/analytics/finance; expert-level Excel/Sheets with SQL proficiency; comfort using AI tools; proven track record of accuracy; ability to see the whole picture connecting planning, forecasting, and billing; demonstrated experience leading system builds/change management; strong communication skills.
Preferred: Startup or tech-forward environment background; hands-on experience building operational systems.