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

• Hire, develop, and retain highly responsive and customer-focused engineers dedicated to the effective operation of the department
• Manage and coordinate all technical support and engineering shift coverage including various on-call rotations and special projects
• Oversee the provisioning and network components of service delivery of all customer connections
• Collaborate hand-in-hand with the Manager, Network Architecture and our CEO in developing and executing team-wide and individual objectives around the future development and innovation of Pilot’s core and access network
• Act as a senior point of escalation for a variety of internal and external stakeholders
• Plan, schedule and manage maintenance and field work affecting the core network, access network, and various datacenters
• Ensure adherence to and proper reporting of all SLAs and performance metrics for support tickets, phone calls, as well as network reliability and performance
• Improve processes for the Network Support team and ensure the team is held to all customer centricity standards
• Continuously define and improve configuration management and change management policies and practices
• Manage third-party vendor relationships (ie. transit providers, datacenter operators, equipment distributors) and hold them accountable to Pilot’s standards for communication and reliability
• Ensure Pilot customers are sent accurate and timely communications, RFOs, and service credits where applicable
• Act as an internal business partner for Technical Account Managers

WHAT WE’RE LOOKING FOR

• 4+ years experience in a management role within a Network Operations team
• Direct and proven experience in recruiting and leading a customer-focused team in a 24x7x365 environment
• Direct experience in leveraging metric-driven operations performance management
• Direct experience in developing and mentoring technical operations staff
• Excellent written and oral communication skills
• Impeccable organizational skills for managing team-wide projects and objectives
• Demonstrated successful collaboration skills and experience within a team and as a team leader
• Experience developing, implementing, and evolving network operations standard practices and performance metrics

PILOT’S PAY & PERKS

• Medical, Dental, Vision Coverage
• Company-sponsored 401(k)
• Stock Options
• Commuter 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