Senior Manager, Center of Excellence

The Gong Center of Excellence (CoE), also known as Gong on Gong and Customer Zero, is Gong's internal proof point that our own product runs our revenue engine. The CoE sits within GTM Ops and the AI Acceleration team and owns instance governance, workflow design, product feedback, and first adoption of every new Gong capability. This role reports to the CoE Lead and takes ownership of specific workstreams across the team's full scope, from cleaning up and governing our instance to building the agents and processes that become referenceable stories for prospects and customers.
This is a builder and operator role. You will run point on projects end to end: scoping, building, testing, documenting, and handing off. You will work directly with Sales, Post-Sales, Marketing, Field Operations, Product, and Engineering to turn one-off requests into scalable, governed solutions.

RESPONSIBILITIES

• Own and execute CoE projects across five buckets of work: instance governance, GTM process design and optimization, product feedback and roadmap influence, customer zero and revenue enablement, AI acceleration for the GTM function.
• Build and maintain governed workflows in Gong: deal boards, smart trackers, engage flows, and automated plays (custom agents), with clear ownership and documentation for each.
• Manage projects and conversations with product, cross functional partners, and customer zero test groups. Serve as an early adopter and tester for new Gong products and capabilities, including MCP integrations and AI agents, documenting what works, what breaks, and what needs to be fixed.
• Develop referenceable assets, including Gong on Gong case studies, process documentation, and workflow snapshots, that GTM and Sales can use with prospects and customers.
• Contribute to the CoE's quarterly point of view on product direction, competitive landscape, and instance health, and present findings to RevOps leadership.
• Drive instance governance standards today and in the future: naming conventions, access control, and periodic audits of trackers, dashboards, and boards.
• Own various GTM persona workflow mapping. Interviewing reps in various roles to understand their day to day workflows and mapping that to AI maturity to help decide sprint priorities for the AI Acceleration team and then mapping outputs back to the workflows and MOR.

QUALIFICATIONS

• Prior experience using Gong as an end user or administrator strongly preferred.
• 3-5+ years in revenue operations, sales operations, or a related GTM function, with direct experience in SaaS.
• Track record of owning a project from scoping through execution without heavy oversight.
• Strong technical aptitude: comfortable working across Salesforce, Gong, various LLMs, and workflow or automation tools; experience with tools like Retool, Snowflake, or agent-building platforms is a plus.
• Data-driven mindset with the judgment to know when a process is worth scaling and when it isn't.
• Strong written communication skills, with the ability to turn technical work into a clear, business-facing story for prospects, customers, and executives.
• Comfortable operating with ambiguity in a small team with a large mandate; able to say no to work that doesn't meet the bar.
• Experience partnering cross-functionally with Sales, Marketing, Product, and Engineering teams.

The annual salary hiring range for this position is $138,000 - $210,000 USD.