Lead, Center of Excellence

ABOUT THE ROLE The Lead, Center of Excellence is a critical role within Pendo that sets the standard for how the company uses Pendo to deliver a consistent, contextual, and high-quality experience to its customers. This position is responsible for evolving the Center of Excellence (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. WHAT YOU'LL DO As the Lead, Center of Excellence, you will be responsible for scaling the team's impact by translating strategy into scalable processes, partnering closely with the Head of CoE and Specialist to improve throughput without sacrificing quality, and serving as the CoE's point of collaboration for Fin-related initiatives. Your day-to-day responsibilities will include expanding CoE support into high-impact lifecycle areas, owning the Pendo-side strategy and execution for guide delivery triggered through Fin's chat interface, leading the CoE's approach to proactive Fin messaging tied to Pendo Workflows and Funnels, and improving intake quality, workflow efficiency, and CoE throughput. WHAT YOU'LL NEED To be successful in this role, you will need hands-on experience building guides and journeys in Pendo, experience using Pendo (or similar tools) to drive measurable outcomes in adoption, retention, or engagement, and experience in program management, lifecycle operations, product operations, or a similar systems-oriented role. You will also need strong systems thinking, ability to collaborate cross-functionally and influence without authority, and strong communication skills, including presenting strategy and recommendations to stakeholders at all levels. WHY REMOTE This role is based in Raleigh, NC or US remote, allowing for flexibility and work-life balance. As a remote employee, you will have the opportunity to work with a distributed team and contribute to a company that values innovation and collaboration. BENEFITS Pendo offers a comprehensive benefits package, including a health plan, parental leave, education stipend, life insurance, and equipment stipend. Additionally, you will have access to flexible scheduling, professional development opportunities, and a collaborative work environment.