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Salary: USD 190,000 - 265,000 / annual
Decagon is a conversational AI platform enabling enterprises to deploy AI agents for customer support and operations across voice, chat, email, SMS, and other channels. Customers include Avis Budget Group, Block's Cash App and Square, Chime, Oura Health, and Hunter Douglas. The company is backed by a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures.
The Strategy and Operations team is responsible for the efficiency and operationalization of Decagon's Customer team, partnering closely with GTM, Product, and Engineering to bring operating rigor to delivery execution.
In this role, you will own the strategy, cadence, and operational infrastructure that powers Decagon's delivery and post-sales execution at scale. You'll act as the operational backbone for deployment and steady-state delivery—standardizing how the company launches complex enterprise customers, improving visibility and forecasting across teams, and partnering with Sales/GTM to ensure deals are scoped for success before they close.
Key responsibilities:
- Build and scale customer operations by developing repeatable processes that improve deployment consistency and ongoing customer operations. Establish operating rhythms and reporting that create visibility into delivery health, risks, and key bottlenecks. Drive planning and resourcing practices that support predictable execution as the business scales.
- Strengthen cross-functional execution by partnering with GTM to improve upfront alignment on customer goals, scope, and readiness. Lead cross-functional initiatives with Product and Engineering to unblock execution and improve outcomes. Own issue management and escalation handling to keep delivery and customer results on track.
- Lead and grow a high-performing team by managing and developing a Strategy & Operations team focused on operational excellence and scalability. Hire and coach for high ownership and strong execution, emphasizing durable systems over one-off fixes.
This is an in-office role with broad cross-functional influence. You'll drive company-critical initiatives spanning Product, Engineering, Sales, and Customer Success, and build repeatable systems that increase launch predictability, reduce downstream risk, and improve customer outcomes as Decagon scales rapidly.
REQUIREMENTS:
- 6+ years of experience in Strategy & Operations, BizOps, post-sales operations, CX operations, delivery operations, or adjacent functions
- Demonstrated ability to diagnose ambiguous problems, drive structured work-streams, and influence senior stakeholders
- Experience building playbooks, operating cadences, and resourcing/capacity planning systems
- Strong executive communication and trust-building skills; ability to align cross-functional leaders and drive decisions with clarity and rigor
- Comfort operating in fast-moving, ambiguous environments where you build structure while maintaining momentum
PREFERRED:
- Direct experience partnering with Sales/GTM on deal scoping, success readiness, and pre-close operational rigor
- Background in B2B SaaS, enterprise software, or AI-adjacent companies
- Prior experience building an operations function from scratch or leading it through early scale
About Decagon
AI / Data / Infrastructure; SaaS / Enterprise Software — AI agents for customer support and enterprise operations.
