# Lead, Center of Excellence

Hiring organization: [Pendo](https://career.thegoodapps.co/organizations/pendo)

Canonical page: https://career.thegoodapps.co/jobs/ffa518ce-846c-49ea-b22e-c43a2ce7f072

Listed on Pendo's own careers site. Applications go to them directly.

- Employment type: full time
- Seniority: Lead
- Location: Raleigh, NC
- Remote: yes
- Salary: 150000 – 170000 USD per year

## Summary

This role leads the strategic evolution of Pendo's internal Center of Excellence, transforming it from a guide-delivery team into a systems-driven operating model that measurably improves customer onboarding, retention, and support outcomes. It suits someone who builds scalable processes, thinks across multiple engagement channels (in-app, email, and conversational AI), and can drive cross-functional alignment without authority.

_Our summary, not Pendo's wording._

## Skills named

Intercom

## Required

- Hands-on experience building guides and journeys in Pendo
- Experience using Pendo or similar tools to drive measurable outcomes in adoption, retention, or engagement
- Background in program management, lifecycle operations, product operations, or similar systems-oriented role
- Strong systems thinking and ability to identify and resolve bottlenecks
- Cross-functional collaboration and influence without authority
- Strong communication and presentation skills at all organizational levels
- Ability to design connected experiences across in-app, email, and conversational channels

## Nice to have

- Familiarity with Intercom and Fin, particularly proactive messaging and conversation routing
- Experience designing chatbot-to-guide handoff patterns and connected cross-channel experiences
- SaaS onboarding or lifecycle experience with focus on adoption rates, retention, or support deflection
- Experience operating inside a Center of Excellence or governance model
- Understanding of workflow and funnel analytics and behavioral signal-triggered interventions
- Product growth or product ops background with track record of improving throughput through systems and processes

Apply on Pendo's site: https://job-boards.greenhouse.io/pendo/jobs/8579467002