About the job
About Decagon
Decagon stands at the forefront of conversational AI, empowering brands to offer exceptional concierge-level customer experiences. Our innovative technology supports leading enterprises such as Avis Budget Group, Block's Cash App and Square, Chime, Oura Health, and Hunter Douglas in deploying AI agents that facilitate personalized, engaging interactions across multiple channels including voice, chat, email, and SMS.
We envision a future where customer interactions are transformed from mundane support tickets and waiting music to quicker resolutions, richer dialogues, and stronger relationships. Our mission is supported by esteemed investors like a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, among others.
As an in-office company, we are united by our dedication to excellence and rapid execution. Our core values—Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle—are integral to our collaborative culture and growth.
About the Team
The Customer organization at Decagon is dedicated to converting enterprise commitments into sustainable customer outcomes. We oversee deployment execution, ongoing operations, and the operational framework that enhances delivery quality and speed as our client base and deal complexity evolve.
The Strategy and Operations team plays a crucial role in ensuring the efficiency and operational excellence of our Customer organization. This team collaborates closely with Go-To-Market (GTM), Product, and Engineering teams to instill operational rigor in our delivery processes.
About the Role
As the Senior Director of Customer Strategy & Operations, you will be responsible for shaping the strategy, rhythm, and operational foundation that drives Decagon's post-sales execution at scale. You will serve as the operational backbone for deployment and steady-state delivery—standardizing our approach to launching complex enterprise clients, enhancing visibility and forecasting across teams, and collaborating with Sales/GTM to ensure successful deal scoping prior to closure.
This senior leadership position requires a strong in-office presence and offers substantial cross-functional influence. You will lead and develop a high-impact internal team, spearhead critical company initiatives across Product, Engineering, Sales, and Customer Success, and establish repeatable systems that bolster launch predictability, mitigate downstream risks, and enhance customer outcomes as Decagon undergoes rapid scaling.
In this role, you will:
- Build and Scale Customer Operations:
- Design and maintain scalable processes that enhance deployment efficiency and effectiveness.

