Decagon

Build and scale customer operations, establish operating rhythms, and lead cross-functional initiatives to improve deployment and customer outcomes. | 10+ years of experience in Strategy & Operations, BizOps, or delivery functions, with demonstrated ability to scale organizations and influence senior stakeholders. | About Decagon 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. About the Team Decagon’s Customer org turns enterprise commitments into durable customer outcomes. We own deployment execution, steady-state operations, and the operating system that lets delivery quality and velocity scale as our customer base and deal complexity grow. The Strategy and Operations team is responsible for the efficiency and operationalization of our Customer org. They partner closely with GTM, Product, and Engineering to bring operating rigor to how Decagon delivers. About the Role As Senior Director, Customer Strategy & Operations, you will own the strategy, cadence, and operational infrastructure that powers Decagon’s 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 a senior, in-office leadership role with broad cross-functional influence. You’ll lead and grow a high-impact internal team, drive company-critical initiatives spanning Product, Engineering, Sales, and Customer Success, and build repeatable systems that increase launch predictability, reduce downstream risk, and improve customer outcomes as Decagon scales rapidly. In this role, you will 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. Strengthen cross-functional execution 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. Lead and grow a high-performing team 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. Your background looks something like this 10+ years of experience with director-level scope in Strategy & Operations, BizOps, post-sales operations, CX operations, delivery operations, or adjacent functions. Demonstrated ability to diagnose ambiguous problems, drive structured workstreams, and influence senior stakeholders. Experience scaling a post-sales, CX, or delivery organization during hypergrowth—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. Even better if you 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 Take what you need vacation policy Daily lunches, dinners and snacks in the office to keep you at your best Compensation $270K – $350K + Offers Equity

Leading and optimizing guest experience and operational systems across cultural and entertainment venues. | Extensive experience in guest experience, operations, and leadership, but lacking specific recruiting operations, HR systems, or AI automation expertise. | About Decagon 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, Chime, Oura Health, 1-800-FLOWERS.COM, 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. About the Team Decagon’s Talent team partners directly with company leadership to shape org design, define what exceptional looks like, and hire the people who will shape our future. We’re Gen AI-native and constantly pushing the boundaries of how Talent teams operate - moving fast, solving hard problems, and playing a critical role in building a world-class organization. About the Role Decagon is scaling rapidly, and we’re looking for a Senior Recruiting Operations Specialist to build and operationalize the recruiting infrastructure that powers our growth. Your mission: make our Talent team more efficient, data-driven, and impactful. You’ll partner closely with hiring managers, interviewers, and the broader team to create a recruiting experience that balances speed, rigor, and care. This is a role for someone who thrives on building from the ground up and wants to create an outsized impact in a high-growth environment. In this role, you will Design, implement, and scale recruiting processes, systems, and infrastructure to support rapid organizational growth Manage end-to-end recruiting operations, enabling smooth execution from sourcing and assessment through offer closing and onboarding handoffs Partner closely with recruiters and hiring teams to implement process improvements, strengthen hiring signal, and elevate candidate and recruiter experience Leverage data and analytics to identify bottlenecks, diagnose issues, and prioritize high-impact improvements across the hiring funnel Drive adoption of new processes and tools through strong change management, clear communication and enablement, and stakeholder alignment Champion documentation, operational rigor, and process consistency to ensure scalable, repeatable recruiting practices Partner closely with other functional teams to ensure recruiting operations are aligned with broader systems and business planning while hiring processes are compliant Your background looks something like this 5+ years of experience building and scaling recruiting operations solutions, systems, and programs Proven track record of building and scaling high-impact programs across distributed teams A systems thinker who knows how to design processes and frameworks for high-performing teams Comfortable navigating ambiguity and operating in a fast-paced, dynamic environment Pulled cross-functional teams together to continuously refine recruiting processes and calibrate for quality Proven ability to drive alignment and outcomes through influence, partnership, and relationship-building Strong analytical mindset – using data fluently to frame problems, identify priorities, and measure impact Even better if you have Experience leading recruiting initiatives that leverage AI or advanced automation Deep expertise with Ashby or similar recruiting platforms Prior experience at a high-growth startup or tech company Compensation $140k - $200k + equity