Strategy & Operations Lead, Customer Experience

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 the Strategy & Operations Lead, Customer Experience, you will own high-impact strategic initiatives that define how Decagon engages with and delivers value to our B2B customers.

Your first mission will be to launch and scale Decagon's Customer Enablement function – a high-leverage program that empowers customers to fully adopt and maximize value from the Decagon platform.

Once this function is up and running, you’ll take on other top-priority strategic projects for the Agent Product Management team that elevate customer value and improve efficiency.

This role sits within Agent Product Management, which owns the customer relationship from deployment through the lifetime of the partnership. You’ll work cross-functionally with Solutions Engineering (pre-sales), Agent Product Management, Product Marketing, and Product.

We’re looking for a technically-inclined builder-operator: someone who will deep-dive into learning our product, set vision and strategy, roll up their sleeves to execute, and continuously adapt in a fast-moving environment. This role is in-person 5 days/week in our San Francisco office.

Responsibilities

In Your First 6 Months

• Architect & Launch Customer Enablement: Design the operating model, content strategy, and delivery approach for Decagon University, our guided training and self-serve learning platform.
• Accelerate Customer Adoption: Lead training for customers to drive rapid onboarding and ongoing value realization.
• Build the Knowledge Infrastructure: Own and facilitate the development and maintenance of a library of resources – from playbooks and guides to videos and knowledge bases – ensuring they evolve alongside product changes.
• Create Feedback Loops: Serve as the voice of the enablement experience internally, identifying gaps, surfacing insights, and driving improvements.
• Collaborate Cross-Functionally: Align training and content with product functionality, customer needs, and GTM priorities in partnership with Solutions Engineering, Product Marketing, Product, and Agent PM.

In Your First Year

• Scale the Function: Establish processes, metrics, and staffing to grow Customer Enablement into a repeatable, high-impact capability.
• Lead Strategic Initiatives: Identify and execute additional projects that improve customer value and operational efficiency across the Agent PM organization.

You may be a good fit if you have

• 4+ 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 – paired with the skill and enthusiasm to make those concepts accessible for diverse audiences.
• 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

• Familiarity with conversational AI tools or AI agent deployment.
• Experience working with both pre-sales and post-sales teams in a startup.
• Background in building customer-facing programs from scratch.

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

Compensation

$180K – $230K + Offers Equity

Compensation Range: $180K - $230K