Strategy and Operations Customers
Decagon is a conversational AI platform for enterprises to build, operate, and optimize customer-facing AI agents across voice, chat, email, SMS, and other channels.
Funding history
Investors
About Decagon
Decagon provides an AI concierge platform for customer experience teams. Its Agent Operating Procedures (AOPs) use natural-language workflows to define agent behavior, while the platform supports agent development, testing, analytics, and omnichannel deployment.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will own the strategy, operating cadence, and infrastructure for deployment and post-sales delivery. You will standardize customer launches, improve delivery visibility and forecasting, partner on deal scoping, manage escalations, and build and lead an operations team.
Requirements
- 6+ years of experience in Strategy and Operations, BizOps, post-sales operations, CX operations, delivery operations, or adjacent functions
- Ability to diagnose ambiguous problems, drive structured workstreams, and influence senior stakeholders
- Experience building playbooks, operating cadences, and resourcing or capacity-planning systems
- Executive communication and trust-building skills
- Ability to align cross-functional leaders and drive decisions
- Ability to operate in fast-moving, ambiguous environments
Responsibilities
- Develop repeatable processes for deployments and ongoing customer operations
- Establish operating rhythms and reporting for delivery health, risks, and bottlenecks
- Drive planning and resourcing practices for predictable execution
- Partner with GTM on customer goals, scope, and readiness
- Lead cross-functional initiatives with Product and Engineering
- Manage issues and escalations to keep delivery on track
- Manage, develop, hire, and coach the Strategy and Operations team
Benefits
- Medical, dental, and vision benefits for employees and their families
- Life insurance and disability benefits
- Retirement plan
- Parental leave
- Fertility and family-building benefits through Carrot
- Monthly wellness, lifestyle, and work-life balance stipend
- Daily office lunches and snacks
- Flexible vacation policy
