Lead, Center of Excellence

Responsibilities

• Expand CoE support into onboarding, retention, and support deflection
• Own the company-side strategies for guide delivery via Fin's chat interface
• Lead proactive messaging tied to the company workflows for timely user support
• Optimize workflow efficiency and CoE throughput
• Implement AI-driven capabilities to enhance decision-making
• Facilitate cross-functional alignment and present CoE strategies
• Collaborate with Product Operations to strengthen underlying engagement systems

Qualifications

• 5+ years of hands-on experience building guides and journeys in the company or similar tools
• Track record of driving measurable outcomes in adoption, retention, or engagement
• Experience in program management or similar systems-oriented role
• Strong systems thinking with ability to identify and fix workflow frictions
• Excellent cross-functional collaboration and influencing skills
• Strong communication abilities for strategy presentation
• Experience across various engagement channels, including in-app and email

Pay

$150,000 – $170,000 annually

Schedule

Remote - US based candidates only, no visa sponsorship available