Product and Customer Center of Excellence Lead

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Product and Customer Center of Excellence Lead

Department: Product
Reports To: Chief Product Officer
Location: Doha

Position Description:

We’re seeking an empathetic, tech-savvy leader to supercharge our Product and Customer Center of Excellence. As the bridge between our AI-powered tools and real-world users, your north star is customer success. You’ll own all product knowledge flows—using Confluence, rich asynchronous content, and multimedia—and turn them into impactful, self-serve experiences. But you’ll also be in the trenches with customers: listening, guiding, and ensuring every partner and user achieves their business KPIs.

You’ll make sure our customers are never alone. From onboarding to mastery, your proactive outreach, responsive guidance, and open feedback channels guarantee every voice is heard, every challenge met, and every “aha” moment delivered.

Jobs to Be Done:

Build a Center of Excellence that is both a digital knowledge hub (Confluence, multimedia, async learning) and a real-time connection point for customers to ask, share, and succeed
Design and deliver asynchronous enablement (training videos, guides, FAQs)-but also lead live sessions and office hours for direct customer engagement
Personally connect with customers and partners to understand needs, champion adoption, and help troubleshoot blockers
Gather customer feedback through forums, surveys, and interactive sessions; close the loop fast by driving real product improvements
Hold regular customer success check-ins to track progress, surface insights, and celebrate KPI wins
Launch and nurture a vibrant customer community (forums, webinars, async Q&A), spark peer-to-peer learning, and promote best practice sharing
Act as an ambassador for empathy and customer-first communication-making every interaction supportive, clear, and genuinely valuable

Requirements:

Education:

Bachelor's or Master's in Communication, Learning for Adults, Knowledge and documentation Management, Digital Media, or related field
Certifications in Customer Success, SaaS Product Management, or Learning Experience Design are a strong plus

Experience:

Bachelor's or Master's in Communication, Customer Success, Knowledge Management, Digital Media, or related field
Certifications in Customer Success, SaaS Product Management, or Learning Experience Design are a strong plus

Skills and Competencies

Deep Confluence expertise: structures content for maximum self-service and discoverability. Using advanced features to create templates that are easy to use across the organization
Advanced in asynchronous and multimedia content: makes learning on-demand, engaging, and accessible
Natural communicator and facilitator-connects personally with users from onboarding to power usage
Expert in relationship building, empathy, and problem-solving for customer success
Skilled in running feedback loops, interactive forums, community events, and live webinars
Data- and outcome-focused: tracks and improves customer satisfaction, engagement, and self-serve metrics
Thrives when combining tech, storytelling, and human connection to create customer delight

Key Performance Indicators (KPIs):

Rates of customer-reported business KPI achievement and product adoption
Rates of customer-reported business KPI achievement and product adoption
Frequency and resolution time of customer issues directly handled or enabled by the Center of Excellence
Frequency and resolution time of customer issues directly handled or enabled by the Center of Excellence
Rates of customer-reported business KPI achievement and product adoption
Frequency and resolution time of customer issues directly handled or enabled by the Center of Excellence
Engagement rates with Confluence, multimedia content, and live customer-facing activities
Customer satisfaction (NPS, CSAT) with enablement, training, and ongoing success interactions
Onboarding time and customer time-to-value achieved through combined knowledge and personal support
Community participation and customer-driven best practice sharing
Continuous improvement score: percentage of product or process changes driven by direct customer feedback

Why Join Us?

As the Product and Customer Center of Excellence Lead, you will have the unique opportunity to shape the future of AI for sustainability and drive meaningful impact on a global scale. You will work alongside a passionate, mission-driven team and play a pivotal role in building a technology-led organization that delivers innovative solutions to some of the world’s most pressing challenges.

Mobility Information

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.

Job Posting End Date:

January-31-2026

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