The opportunity
The Pendo Center of Excellence (CoE) sets the standard for how Pendo uses Pendo. We bring together in-app and email engagement, Product Operations, and growth strategy to ensure every team maximizes the value of the platform — and every customer receives a consistent, contextual, and high-quality experience.
What you'll do
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 Fin's chat interface: determine which guides are eligible for conversational launch, how they're structured for that context, and how they're tagged and maintained for reliable delivery.
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.
Improve intake quality, workflow efficiency, and CoE throughput: identify and resolve bottlenecks, evolve governance standards, and ensure consistency across all customer-facing experiences before they're published.
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.
What they're looking for
- Partner with Product Operations to strengthen the systems that underpin: engagement: segmentation, tagging, metadata, permissions, and governance workflows.
- Hands-on experience building guides and journeys in Pendo: you've done the work, not just managed it.
- Experience using Pendo (or similar tools) to drive measurable outcomes in: adoption, retention, or engagement; 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.
