Lead, Center of Excellence

📋 Description

• Expand CoE support across onboarding, adoption, retention, and support deflection.
• Own Pendo side strategy and execution for guides via Fin chat interface.
• Lead CoE proactive Fin messaging with Pendo Workflows and Funnels.
• Improve intake quality and CoE throughput; reduce bottlenecks and governance.
• Explore AI driven CoE capabilities to improve intake and guide decisions.

🎯 Requirements

• Hands on experience building guides and journeys in Pendo.
• Experience using Pendo or similar tools to drive measurable outcomes with data.
• Experience in program management, lifecycle or product operations.
• Strong systems thinking; identify flow, friction, and fix it structurally.
• Collaborate cross functional and influence without authority.
• Strong communication skills, including presenting strategy to stakeholders at all levels.

🎁 Benefits

• Familiarity with Intercom and Fin; proactive messaging and routing.
• Design connected in-app and conversational experiences; chatbot to guide handoffs.
• SaaS onboarding or lifecycle experience with measurable outcomes.
• CoE or governance experience for scalable quality.
• Workflow and funnel analytics; use signals to trigger interventions.
• Product growth or product ops with throughput improvements.