Manager, Change Management

As an associate on the Global Sales & Services Operations (GSSO) team at Gartner, you play a crucial role in shaping the company's sales priorities and driving tactical and analytical insights to support the sales and services leaders. You will be part of the ongoing transformation of Gartner's sales force, contributing to its annual revenue of approximately $4.9B and striving for sustained double-digit growth. Your collaboration with business leaders across Gartner will involve supporting a global sales force of over 5,000 associates who cater to various functions, industries, and market sectors worldwide. In the role of Manager of Product Operations, you will be responsible for managing the Pendo platform as the primary administrator and technical lead. Working under the guidance of the Associate Director of Product Leadership, you will translate high-level strategies into functional workflows, guides, and data insights. Your role will involve bridging the gap between business requirements and technical setup to ensure a seamless digital experience for the Sales and Service teams. **Key Responsibilities:** - **Platform Administration:** Manage the day-to-day health of Pendo, which includes tagging, creating high-fidelity guides, and maintaining the resource center. - **Technical Implementation:** Collaborate closely with IT and Tech teams to handle the Pendo snippet, troubleshoot installation issues, and ensure proper data flow between Pendo and the CRM. - **Workflow Documentation:** Develop and maintain internal playbooks, governance guides, and standard operating procedures for the organization's use of Pendo. - **User Segmentation & Analysis:** Create complex user segments based on Sales and Service behaviors; conduct in-depth analysis of usage data to identify areas where users may face challenges. - **Process Optimization:** Dive deep into Sales and Service workflows to ensure that in-app guides align seamlessly with user tasks and departmental objectives. - **Tactical Execution:** Assist the Associate Director in translating strategic initiatives into actionable project plans, monitoring progress, and managing technical dependencies effectively. **Qualifications Required:** - 5+ years of experience in Product Operations, Sales Operations, or Marketing Technology. - Power-User Status: Proficient in Pendo or similar DAP like WalkMe, with hands-on experience in advanced guide triggers and analytics. - Technical Literacy: Comfortable working with IT teams, ability to communicate effectively regarding CSS selectors, HTML, and data integrations. - Domain Expertise: Strong understanding of Salesforce and the typical lifecycle of a Sales/Service professional. - Analytical Mindset: Enjoy delving into data to uncover insights into user behavior and can present findings in clear reports. - Operational Rigor: Appreciation for well-documented processes and clean workflows. - Bachelor's degree required. In addition to a competitive salary, Gartner offers a generous paid time off policy, charity match program, Group Medical Insurance, Parental Leave, Employee Assistance Program (EAP), and more. You will be part of a collaborative, team-oriented culture that values diversity and provides professional development opportunities with unlimited growth potential. Join Gartner, where you can make a difference with your intellectual curiosity, energy, and drive. The company's commitment to equal employment opportunities ensures a diverse and inclusive work environment that empowers individuals to succeed and delivers impactful results for clients. As an associate on the Global Sales & Services Operations (GSSO) team at Gartner, you play a crucial role in shaping the company's sales priorities and driving tactical and analytical insights to support the sales and services leaders. You will be part of the ongoing transformation of Gartner's sales force, contributing to its annual revenue of approximately $4.9B and striving for sustained double-digit growth. Your collaboration with business leaders across Gartner will involve supporting a global sales force of over 5,000 associates who cater to various functions, industries, and market sectors worldwide. In the role of Manager of Product Operations, you will be responsible for managing the Pendo platform as the primary administrator and technical lead. Working under the guidance of the Associate Director of Product Leadership, you will translate high-level strategies into functional workflows, guides, and data insights. Your role will involve bridging the gap between business requirements and technical setup to ensure a seamless digital experience for the Sales and Service teams. **Key Responsibilities:** - **Platform Administration:** Manage the day-to-day health of Pendo, which includes tagging, creating high-fidelity guides, and maintaining the resource center. - **Technical Implementation:** Collaborate closely with IT and Tech teams to handle the Pendo snippet, tr