Lead, Center of Excellence

About the role

The Pendo Center of Excellence (CoE) defines how Pendo uses its own platform. This team integrates in-app and email engagement, Product Operations, and growth strategy to ensure optimal platform utilization and a consistent customer experience. This Lead position is central to evolving the CoE's impact.

Key facts

What you'll do

• Expand CoE support into key lifecycle areas like onboarding, adoption, retention, and support deflection by collaborating with Design, Product, PMM, Customer Success, Content Design, and Marketing.
• Manage the Pendo-side strategy and execution for guide delivery via Fin's chat interface, including eligibility, structure, tagging, and maintenance.
• Direct the CoE's approach to proactive Fin messaging linked to Pendo Workflows and Funnels, enabling timely, contextual support nudges.
• Enhance intake quality, workflow efficiency, and CoE output by identifying bottlenecks, refining governance standards, and ensuring consistency in customer-facing experiences.
• Support the exploration and implementation of AI-driven CoE capabilities to improve intake quality, guide decision-making, and reduce manual effort.
• Lead cross-functional alignment with Adoption, Product, PMM, Customer Success, and Marketing, presenting CoE strategies and recommendations.
• Partner with Product Operations to strengthen underlying engagement systems, including segmentation, tagging, metadata, permissions, and governance.

Requirements

• Hands-on experience creating guides and journeys within Pendo.
• Proven ability to use Pendo or similar tools to achieve measurable outcomes in adoption, retention, or engagement.
• Experience in program management, lifecycle operations, product operations, or a similar systems-focused role.
• Strong systems thinking, understanding workflow friction and implementing structural solutions.
• Ability to collaborate and influence cross-functionally without direct authority.
• Excellent communication skills, including presenting strategies and recommendations to various stakeholders.
• Capacity to design connected experiences across in-app, email, and conversational AI channels.

Nice to have

• Familiarity with Intercom and Fin, especially proactive messaging, conversation routing, and external content surfacing.
• Experience designing integrated 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, maintaining quality at scale.
• Familiarity with workflow and funnel analytics and using behavioral signals for timely interventions.
• Product growth or product operations background with a history of improving team throughput through better systems and processes.

Skills & tools

• Pendo
• Intercom (nice to have)
• Fin (nice to have)

Practical notes

Pendo operates a hybrid work model, requiring 3 days in-office where applicable. Benefits include competitive compensation, strong 401(k) match, equity, and flexible time off. Pendo is an equal opportunity employer committed to diversity and accessibility; accommodation requests can be sent to accommodation@pendo.io.