Pendo
Lead, Center of Excellence
Raleigh, NC / Remote
Sponsorship not specifiedDetected 13 days ago
SparkSalesforceCustomer SuccessIntercomCommunicationCollaborationPublic Speaking
About the role
- This is a systems-focused, impact-driven role for someone who understands not just how to use Pendo, but how to use it to move the needle.
- This role is based in Raleigh, NC or US remote, and follows Pendo's hybrid model: in-office 3 days per week where applicable.
- Who you are Beyond the qualifications, we hire through a specific lens.
Responsibilities
- the Head of CoE sets direction and strategic priorities, a Specialist drives day-to-day execution, and Product Operations partners on system foundations.
- This Lead role sits at the center of that system.
- We're hiring a Lead, Center of Excellence to scale the team's impact.
- You'll evolve the CoE from a team that launches guides and emails into a system-driven operating model that drives measurable outcomes - across onboarding, retention, support deflection, and customer lifecycle.
- You'll translate strategy into scalable processes, partner closely with the Head of CoE and Specialist to improve throughput without sacrificing quality, and serve as the CoE's point of collaboration for Fin-related initiatives.
- Expand CoE support into high-impact lifecycle areas - onboarding and adoption, retention and churn prevention, and support deflection - partnering with Design, Product, PMM, Customer Success, Content Design, and Marketing to connect engagement strategy to measurable business outcomes.
- Own the Pendo-side strategy and execution for guide delivery triggered through
- Lead the CoE's approach to proactive Fin messaging tied to Pendo Workflows and Funnels - enabling Fin to detect when users stall and deliver contextual, timely support nudges at the right moment.
- Support the exploration and implementation of AI-driven CoE capabilities (e.g., CoE Companion) to improve intake quality, guide decision-making, and reduce manual effort at scale.
- Lead cross-functional alignment across Adoption, Product, PMM, Customer Success, and Marketing - present CoE strategy and recommendations to stakeholders, and push back confidently when work doesn't meet the bar.
Requirements
- You're rewiring how you work around them.
- you can answer "what value are we getting from this?" with data.
- Experience in program management, lifecycle operations, product operations, or a similar systems-oriented role.
- Familiarity with Intercom and Fin - particularly proactive messaging configuration, conversation routing, and how Fin surfaces external content.
- 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 - you've operated inside a system designed to maintain quality at scale.
- 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.
Compensation
- Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide.
- The expected salary range for this role to be performed in North Carolina is USD $150,000 - USD $170,000
Benefits
- Highly competitive, employer-heavy coverage (including $0 premium options), strong 401(k) match, equity, and flexible time off.
- Compensation: Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide.
Company info
- EEOC: We are an
- If you think you may require an accommodation for any part of the recruitment process, please send a request to: accommodation@pendo.io.
Equal opportunity
- EEOC: We are an equal opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success. We welcome all people of different backgrounds, experiences, abilities and perspectives.
- EEOC: We are an equal opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success.
- We are an equal opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success.
- equal opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success.
This listing is sourced directly from Pendo's careers page and normalized into a canonical job model.