Lead, Center of Excellence
Core
Lead the Center of Excellence to evolve Pendo's engagement system from launching guides/emails to a scalable operating model driving onboarding, retention, and support deflection outcomes.
Role type
Lead, Product Operations / Center of Excellence
Builds
Scalable in-app and email engagement systems, proactive messaging workflows, and AI-driven support capabilities for Pendo's customers.
Domain
SaaS Product Operations / Customer Engagement / Product Lifecycle
Deliverable
product features
Required skills
Pendo platform expertise (guides, journeys, workflows), program management, lifecycle operations, systems thinking, cross-functional collaboration, strategic communication, multi-channel engagement design (in-app, email, conversational AI)
Preferred skills
Intercom/Fin familiarity, chatbot-to-guide handoff patterns, SaaS onboarding/lifecycle experience, CoE/governance models, workflow/funnel analytics, product growth background
Technologies
Pendo, Intercom, Fin, AI tools
Responsibilities
Expand CoE support into high-impact lifecycle areas (onboarding, retention, support deflection); Own Pendo-side strategy for guide delivery via Fin chat interface; Lead proactive Fin messaging tied to Pendo Workflows and Funnels; Improve intake quality, workflow efficiency, and CoE throughput; Support exploration and implementation of AI-driven CoE capabilities; Lead cross-functional alignment across Adoption, Product, PMM, CS, and Marketing; Partner with Product Operations to strengthen engagement systems (segmentation, tagging, metadata, governance)
Seniority
Senior, hands-on IC with strategic scope
