Head of Center of Excellence, Pendo

• Proven ability to lead cross-functional initiatives and drive strategic alignment
• Exceptional collaboration and communication skills
• Confident decision-maker who can navigate complex priorities
• Demonstrated leadership with the ability to influence and inspire across teams

Desirable

• We are seeking a strategic and execution-driven leader to build and run our Center of Excellence (CoE) for in-app and out-of-app user engagement
• This role will define the strategy and standards for using Pendo Guides and Orchestrate to deliver consistent, relevant user communications that drive adoption, retention, and cross-sell
• As the Directly Responsible Individual (DRI), you will own the CoE vision, establish cross-functional alignment, and ensure content meets the highest quality standards—delivering the right message to the right user at the right time
• You will report to the SVP of Product and work closely with teams across Marketing, Customer Success, Product Management, and more
• Define and drive the overall CoE strategy and success metrics (e.g., onboarding impact, guide/email engagement, SLA adherence, adoption and cross-sell contribution)
• Develop and maintain best practices and guidelines for creating Guides and Orchestrate journeys
• Own the end-to-end content review and approval process for Guides and Orchestrate campaigns
• Maintain internal user segments and make final decisions on what is sent via Orchestrate vs. Marketo
• Serve as the final approver (“send” authority) for all Pendo-led communications
• Have the Pendo know-how to create and edit Pendo guides
• Maintain operational oversight for communications using these tools internally
• Partner with Product Ops, Lifecycle Marketing, Customer Success, PMM, and others to support lifecycle and adoption campaigns