Product Operations Coordinator

5 Months Contract (Very high possibility of extension)

Remote (within driving Distance to one of the following: Ft Myers, Irving, TX or Stamford, CT or Arlington VA)

Purpose On a broad scale this role is responsible for supporting Organizational Change Management team focused on digital transformation initiatives by producing high quality in-app guidance content on Pendo application for internal audience. Specifically, the role will include managing and optimizing in-app guidance content through the use of industry best practices and the use of data and analytics. This role will also include producing data-driven analysis of user behavior.

• Create high-quality, internal customer-facing content via Pendo, with timely delivery
• Work closely with Change Management Specialists and Product Managers to proactively identify in-app content need
• Create in-app content ranging from badges to guide walkthroughs based on identified needs and requirements
• Optimize UI/X of in-app content via A/B testing and creatively identify ways to improve content engagement and overall customer in-app experience
• Support effective Pendo in-app content QA and testing
• Troubleshoot with Pendo Support and Account team to solve any issue
• Utilize Pendo Analytics capabilities to provide data-driven analysis of user behavior and recommendations to improve platform UI/X
• Support Change Management Specialists and Product Managers on Pendo analytics related requests
• Support problem solving and data analytics related to digital adoption metrics
• Assist in training other team members and stakeholders on how to create and manage content effectively and how to consume analytics effectively via Pendo
• Establish and maintain relationships with external vendor partners to support Pendo content development, technical troubleshooting, and analytics
• Maintain familiarity with latest with Pendo product capabilities and adopt these insights into daily work
• Stay updated with the latest trends, best practices, and competitor strategies in in-app content development
• Identify and recommend process improvements to internal stakeholders

• 1+ year of Pendo experience is a plus; basic Pendo knowledge required
• Familiarity with HTML and CSS is a plus
• Excellent time and project management skills
• Analytical mindset, detail-oriented
• Strong written and verbal communication skills
• Salesforce experience not required but a plus!