Lead, Center of Excellence

TL;DR

Lead, Center of Excellence (Pendo/Engagement): Scale a Pendo Center of Excellence into a system-driven operating model across onboarding, retention, support deflection, and customer lifecycle with an accent on guide delivery via Fin chat, proactive Fin messaging tied to Pendo Workflows/Funnels, and improving intake quality and CoE throughput. Focus on building scalable processes, strengthening engagement systems (segmentation, tagging, metadata, permissions, governance), and aligning cross-functionally to deliver measurable outcomes.

Location: Raleigh, NC or US remote (hybrid model: in-office 3 days per week where applicable)

Salary: USD $150,000 – USD $170,000

Company

hirify.global builds software that helps teams understand and improve product experience.

What you will do

• Expand CoE support across onboarding/adoption, retention/churn prevention, and support deflection by partnering with Design, Product, PMM, Customer Success, Content Design, and Marketing.
• Own Pendo-side strategy and execution for guide delivery triggered through Fin’s chat interface (eligibility, structure, tagging, and maintenance).
• Lead proactive Fin messaging using Pendo Workflows and Funnels to detect user stalls and deliver contextual, timely nudges.
• Improve intake quality, workflow efficiency, and CoE throughput by identifying bottlenecks, evolving governance standards, and ensuring consistency before publishing.
• Explore and implement AI-driven CoE capabilities (e.g., CoE Companion) to improve decision-making and reduce manual effort at scale.
• Partner with Product Operations to strengthen engagement systems (segmentation, tagging, metadata, permissions, and governance workflows) and align stakeholders on CoE strategy.

Requirements

• Hands-on experience building guides and journeys in Pendo (not just managing them).
• Experience using Pendo (or similar tools) to drive measurable outcomes in adoption, retention, or engagement with data-backed answers.
• Experience in program management, lifecycle operations, product operations, or a similar systems-oriented role.
• Strong systems thinking to fix workflow friction structurally rather than reactively.
• Ability to collaborate cross-functionally and influence without authority; strong stakeholder communication and presentation skills.
• Ability to design connected engagement across in-app, email, and conversational AI.

Nice to have

• Familiarity with Intercom and Fin, especially proactive messaging configuration and conversation routing.
• Experience designing connected experiences across in-app and conversational channels, including chatbot-to-guide handoff patterns.
• SaaS onboarding or lifecycle experience focused on measurable outcomes (adoption, retention, support ticket deflection).
• Experience operating within a CoE or governance model.
• Familiarity with workflow and funnel analytics and using behavioral signals for timely triggers.

Culture & Benefits

• Hybrid work culture: in-office 3 days per week unless designated remote.
• Highly competitive benefits including employer-heavy coverage (including $0 premium options), strong 401(k) match, equity, and flexible time off.
• Compensation includes salary plus additional compensation, benefits, and reward opportunities.
• Startup environment with a focus on craft and action.

Hiring process

• Interviews focused on systems thinking, measurable impact, and hands-on experience with Pendo/engagement workflows.
• Cross-functional discussions to evaluate collaboration and influence without authority.
• Assessment of approach to scaling CoE operations and integrating AI-driven capabilities.