Strategy and Operations, Customers

San Francisco · USD 190,000-265,000 · 6+ years experience · Full-time · Onsite · Posted Sep 29, 2026

At a glance

Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences.
Our technology enables industry-defining enterprises like Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel.
We’re building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships. We’re proud to be backed by world-class investors who share that vision, including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, along with many others.
We’re an in-office company, driven by a shared commitment to excellence and velocity. Our values — Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle — shape how we work and grow as a team.

In Strategy & Operations for the Customer team, 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 we launch complex enterprise customers, improving visibility and forecasting across teams, and partnering with Sales/GTM to ensure deals are scoped for success before they close.
This is an in-office role with broad cross-functional influence where you will drive company-critical initiatives and build repeatable systems that increase launch predictability.

Build and scale customer operations
Develop and maintain 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
Partner 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
Manage and develop 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

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 where you build structure while maintaining momentum