Pilot Jobs in Las Vegas, NV

About The Position

Requirements

• Post-secondary diploma or degree with a major in a related field.
• 5+ years of experience in contact center leadership, including leading teams in a global capacity.
• A Strategic Background: Demonstrated success in driving user adoption or managing high-level program strategy for technology platforms.
• Technical Familiarity: Understanding of automation or software implementation processes (Co-Pilot experience preferred).
• Strategic Leadership: Ability to focus on high-level outcomes and drive results through influence rather than direct project management.
• Analytical Decision Making: Superior analytical skills, problem-solving, and decision-making skills to evaluate program performance.
• Relationship Management: Proven experience in building trusting relationships with executives, clients, and cross-functional teams.
• Communication Excellence: Excellent communication skills (listening, verbal, and written), specifically in delivering compelling ROI reports to stakeholders.
• Change Management: The ability to manage significant, ongoing change and business growth related to automated workflows.
• Empowered Collaboration: Demonstrated ability to motivate and inspire teams while guiding without overstepping into tactical execution.

Responsibilities

• Execute Adoption Plans: Implement product and feature-specific deployment strategies to ensure high daily active usage across internal and external teams.
• Drive Tactical Wins: Identify and document immediate "wins" and user success stories to feed into 90-day impact case studies.
• Lead User Training & Onboarding: Lead the hands-on delivery of training sessions and create resources that simplify complex automated workflows for end-users.
• Handle Feedback Loop Management: Serve as the primary point of contact for user friction, gathering technical and functional insights to share with PMO and Technical teams.
• Monitor Success Metrics: Track granular usage data and adoption rates to identify accounts at risk and implement immediate "save" strategies.
• Drive Workflow Optimization: Collaborate with Operations to refine how products integrate into daily contact center tasks to minimize disruption and maximize efficiency.