Lead, Center of Excellence
$150,000–$150,000 year
RemoteRaleigh, North Carolina, United States
Job Summary
Expand CoE support into high-impact lifecycle areas including onboarding, retention, and support deflection by partnering with Design, Product, PMM, and Customer Success. Own strategy and execution for guide delivery triggered through Fin's chat interface, determining eligibility, structure, and tagging for reliable conversational launches. Lead proactive Fin messaging tied to Pendo Workflows and Funnels to enable timely support nudges for stalled users. Improve intake quality and workflow efficiency by identifying bottlenecks, evolving governance standards, and ensuring consistency across customer-facing experiences. Explore AI-driven CoE capabilities to enhance decision-making and reduce manual effort at scale. Lead cross-functional alignment to present strategy and push back confidently on work not meeting standards. Partner with Product Operations to strengthen systems underpinning engagement, including segmentation, tagging, and metadata governance. This role is based in Raleigh, NC or US remote, following a hybrid model of three in-office days per week.
Required Qualifications
- Hands-on experience building guides and journeys in Pendo
- Experience using Pendo (or similar tools) to drive measurable outcomes in adoption, retention, or engagement
- Experience in program management, lifecycle operations, product operations, or a similar systems-oriented role
- Strong systems thinking
- Ability to collaborate cross-functionally and influence without authority
- Strong communication skills, including presenting strategy and recommendations to stakeholders at all levels
- Ability to think across engagement channels — in-app, email, and conversational AI
Desired Qualifications
- Familiarity with Intercom and Fin
- Experience designing connected experiences across in-app and conversational channels, including chatbot-to-guide handoff patterns
- SaaS onboarding or lifecycle experience with a focus on measurable outcomes like adoption rates, retention, or support ticket deflection
- Experience with CoE or governance models
- Familiarity with workflow and funnel analytics and how to use behavioral signals to trigger timely, contextual interventions
- Product growth or product ops background with a track record of improving team throughput through better systems and processes
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