Strategy and Operations, Customers

The role

You will own the strategy, cadence, and operational infrastructure for Decagon's delivery and post-sales execution. You will build repeatable systems to increase launch predictability and improve customer outcomes.

What you will do

• Build and scale customer operations
• Develop and maintain repeatable processes for deployment and customer operations
• Establish operating rhythms and reporting for delivery health and risks
• Drive planning and resourcing practices
• Partner with GTM to improve alignment on customer goals, scope, and readiness
• Lead cross-functional initiatives with Product and Engineering
• Own issue management and escalation handling

Required qualifications

• 6+ years of experience with 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

Nice to have

• 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

Benefits

• Medical, Dental, and Vision benefits for you and your family
• Life Insurance and Disability Benefits
• Retirement Plan (e.g., 401K, pension)
• Parental Leave
• Fertility and family building benefits through Carrot
• Monthly stipend to support your wellness, lifestyle, and work-life balance
• Daily lunches and snacks in the office
• Take what you need vacation policy

About the company

Decagon is a conversational AI platform that enables enterprises to deploy AI agents for personalized interactions across various channels. The company is an in-office organization driven by values like Just Get It Done and The Polymath Principle.