Strategy & Operations Lead

About Decagon

Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experience. Our AI agents provide intelligent, human-like responses across chat, email, and voice, resolving millions of customer inquiries across every language and at any time.

Since coming out of stealth, Decagon has experienced rapid growth. We partner with industry leaders like Hertz, Eventbrite, Duolingo, Oura, Bilt, Curology, and Samsara to redefine customer experience at scale. We've raised over $200M from Bain Capital Ventures, Accel, a16z, BOND Capital, A*, Elad Gil, and notable angels such as the founders of Box, Airtable, Rippling, Okta, Lattice, and Klaviyo.

We’re an in-office company, driven by a shared commitment to excellence and velocity. Our values—customers are everything, relentless momentum, winner’s mindset, and stronger together—shape how we work and grow as a team.

About the Role

As Strategy & Operations Lead on the Agent Product Management team, you’ll drop into Decagon’s highest-priority initiatives – spinning up new capabilities, unlocking growth opportunities, and driving impact across the business.

You’ll partner closely with Agent Product Management, Go-To-Market, and Product teams to design and execute projects from the ground up. One quarter you might architect a new customer-facing program; the next, you could be creating playbooks for the Agent PM team or partnering with our Head of Data Science to build reporting that drives the highest value for Agent PM.

This role is perfect for a builder-operator who thrives on taking ideas from 0 to 1, loves tackling ambiguous problems, and wants a front-row seat to the inner workings of a fast-scaling AI company. We are in-person 5 days/week in our San Francisco office.

Responsibilities

In this role, you will:

• Lead high-impact strategic projects that span product, operations, customer success, and go-to-market.
• Stand up new functions and processes from scratch — setting vision, designing systems, and executing at speed.
• Deep-dive into the Decagon product and customer needs to identify leverage points for growth and efficiency.
• Collaborate with cross-functional partners to translate strategy into action and results.
• Continuously adapt priorities based on company needs and market dynamics.

You may be a good fit if you have:

• 5+ years of experience in program management or strategy and operations, ideally in B2B SaaS, or in management consulting.
• Proven ability to take a function or program from concept to operational excellence.
• A strong curiosity and ability to quickly develop deep expertise in technical products.
• Experience thriving in high-growth, fast-paced environments and managing multiple priorities at once.
• A collaborative mindset and ability to influence without authority across teams.

Even Better If You Have:

• Familiarity with conversational AI tools or AI agent deployment.
• Experience working with both pre-sales and post-sales teams in a startup.

Benefits

• Medical, dental, and vision benefits
• Take what you need vacation policy
• Daily lunches, dinners and snacks in the office to keep you at your best