Lead, Center of Excellence

Role overview

A Center of Excellence Lead is needed to scale a small, high-leverage team that brings together in-app engagement, email engagement, product operations, and growth strategy. The role evolves the team from primarily launching guides and emails into a system-driven operating model that produces measurable outcomes across onboarding, retention, support deflection, and the broader customer lifecycle. The position partners with leadership and adjacent teams to translate strategy into scalable processes while maintaining quality.

Responsibilities

- Expand Center of Excellence support into high-impact lifecycle areas including onboarding, adoption, retention, churn prevention, and support deflection, partnering with Design, Product, Product Marketing, Customer Success, Content Design, and Marketing. - Own strategy and execution for in-app guide delivery triggered through a conversational AI chat interface, including eligibility logic, structure, tagging, and ongoing maintenance. - Lead the team's approach to proactive AI messaging tied to engagement workflows and funnels, enabling detection of user stalls and timely contextual nudges. - Improve intake quality, workflow efficiency, and team throughput by resolving bottlenecks, evolving governance standards, and ensuring consistency across customer-facing experiences before publication. - Support exploration and implementation of AI-driven capabilities that improve intake quality, guide decision-making, and reduce manual effort at scale. - Lead cross-functional alignment by presenting strategy, challenging work that misses the quality bar, and partnering with Product Operations on segmentation, tagging, metadata, permissions, and governance foundations.

Requirements

- Hands-on experience building guides and user journeys in a leading in-app engagement platform, with transferable experience from comparable tools accepted. - Demonstrated track record of driving measurable adoption, retention, or engagement outcomes using in-app engagement tooling. - Experience designing connected experiences across in-app, email, and conversational AI channels that meet users where they are. - Builder mindset with the ability to identify gaps, shape solutions, and drive them forward without waiting for direction. - Genuine interest in applying AI to rewire how work gets done, treating it as a multiplier rather than a shortcut. - Strong cross-functional communication and confidence to present strategy and push back when standards slip.

Nice to have

- Familiarity with conversational AI products such as Intercom and Fin, particularly proactive messaging configuration, conversation routing, and surfacing of external content. - Experience designing chatbot-to-guide handoff patterns and connected conversational experiences. - SaaS onboarding or lifecycle experience focused on measurable outcomes like adoption rates, retention, or support ticket deflection. - Experience operating inside a Center of Excellence or governance model designed to maintain quality at scale. - Familiarity with workflow and funnel analytics and using behavioral signals to trigger timely interventions. - Product growth or product operations background with a track record of improving throughput through better systems.

Benefits and work setup

- Location: Raleigh, NC or US remote, with a hybrid model requiring in-office presence three days per week where applicable. - Highly competitive benefits coverage including zero-premium options, a strong 401(k) match, equity, and flexible time off. - Expected salary range for North Carolina-based candidates: USD $150,000 – $170,000. - Equal opportunity employer committed to building diverse teams. - Reasonable accommodations available for applicants with mental or physical disabilities.