Product Engagement Specialist

Overview

We’re looking for a Product Engagement Specialist to help us better understand and engage our users through data-driven, in-app experiences. You’ll be the go-to expert for how we use Pendo, ensuring our communications, onboarding flows, and insights are consistent, effective, and creative. This is a hands-on, collaborative role that blends governance, design thinking, and analytics to help our teams build products that truly connect with our customers.

• Increased user activation and product adoption through thoughtful onboarding and in-app experiences.
• Consistent, reliable Pendo governance - ensuring high-quality data, clear standards, and sustainable systems for scale.
• Measurable improvements in feature engagement, retention, and satisfaction across Play On products.
• Clear visibility into how customers interact with our platform, empowering teams with actionable insights.
• A culture of experimentation and learning, where in-app messaging, segmentation, and feedback loops continuously evolve

• Own and manage Play On’s Pendo environment, including guides, in-app messaging, surveys, and analytics.
• Establish and maintain governance for tagging, naming conventions, segmentation, and reporting to keep data clean and consistent.
• Collaborate cross-functionally with product, design, CS, CX, and marketing to plan and execute onboarding flows, feature announcements, and campaigns.
• Develop and maintain a catalog of in-app experiences and a content calendar for guide launches and messaging.
• Monitor performance and optimize through A/B testing, analytics reviews, and user feedback.
• Create enablement materials and templates to help other teams build effective in-app communications within governance standards.
• Analyze and present insights from Pendo data to surface opportunities for improved engagement and retention.
• Champion creativity and consistency, ensuring that every in-app touchpoint reflects our brand and enhances the customer journey.

• 3+ years of experience working with Pendo or similar in-app engagement platforms within a SaaS or digital product environment.
• Proven ability to configure and optimize in-app guides, segments, and analytics to drive user outcomes.
• Strong analytical skills and experience translating data into clear recommendations.
• Excellent organization and communication abilities, comfortable managing multiple initiatives and stakeholders.
• A proactive, resourceful mindset - eager to build structure where none exists and continuously improve how teams use tools.
• A creative approach to problem-solving, always seeking ways to make the user experience more intuitive and delightful.

• Ownership over Participation- You take responsibility for achieving holistic outcomes, prioritize key objectives, and adapt quickly when situations require a different approach. You follow through even against the toughest challenges.
• Team over Stars- You are a bridge builder, establishing processes and relationships with teams outside your own. You work to rally around common goals, find win-win solutions, compromise when necessary, and help others succeed.
• Growth over Comfort
  - You are driven by a desire to grow and actively seek opportunities to expand your comfort zone, skills, and confidence. You embrace new challenges with curiosity, accepting discomfort and failure as opportunities to learn.
• Fairness over Popularity
  - You approach decisions with a scientist’s mindset, challenging your assumptions and remaining objective. You consider long-term impact rather than relying on short-term gains, proactively seek others’ perspectives, and manage emotions in decision-making.