Manager, Center of Excellence

Gong harnesses the power of AI to transform how revenue teams win. The Gong Revenue AI Operating System unifies data, insights, and workflows into a single, trusted system that observes, guides, and acts alongside the world’s most successful revenue teams. Powered by the Gong Revenue Graph, AI-powered intelligence, specialized agents, and trusted applications, Gong helps more than 5,000 companies around the world deeply understand their teams and customers, automate critical sales workflows, and close more deals with less effort. For more information, visit www.gong.io. At Gong, you will join a company built on innovative products, ambitious goals, and passionate people. We are shaping the future of revenue intelligence and we want people who are excited to build what comes next. You will work with a team that dreams big, moves fast, and cares deeply about the craft and about each other. Here, transparency and trust are core to how we operate, and every person has the opportunity to make a visible impact. If you want to grow, stretch, and do work that truly matters, Gong is the place to do the best work of your career. 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 heav