Head of Center of Excellence (CoE): In-App & Email Engagement

Job Description: Center of Excellence Lead - User Engagement

Position Overview

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.

Role Responsibilities

• 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.

Minimum Qualifications

• 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.

Preferred Qualifications

• Prior experience running a Center of Excellence (CoE) for Pendo or similar engagement platforms.
• Background in product growth, customer education, product marketing, product ops, or marketing operations.
• Hands-on experience with: customer onboarding and SaaS adoption strategies, writing and deploying content in tools like Pendo and Marketo, analytics and user segmentation, and managing communications across digital touchpoints.
• Track record of creating educational and growth-oriented content.
• History of leading cross-functional content or communication programs.

Company Information: Pendo

Pendo was founded in 2013 by former product managers, who combined their heads and hearts to build something they wanted but never had as product managers -- a simple way to understand and attack what truly drives product success. Our mission is to improve society's experience with software.

Come join one of the fastest-growing startups, supported by best-in-class institutions like Battery Ventures, Salesforce Ventures, Spark Capital and Meritech. You will gain experience in a diverse and exciting set of technologies and clients and have a real impact on Pendo's future. Our culture is passionate, dynamic, and fun.

Equal Employment Opportunity (EEO)

We are an equal opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success. We welcome all people of different backgrounds, experiences, abilities, and perspectives.

Accessibility

Pendo is committed to working with, and providing access and reasonable accommodation to, applicants with mental and/or physical disabilities. If you think you may require accommodation(s) for any part of the recruitment process, please send a request to: accommodation@pendo.io. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

Compensation

Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits, and other reward opportunities we offer.

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