Strategy and Operations, Customers
$190k - $265k • San Francisco • FullTime
Posted 20h ago
Remote Work Policy
On-site
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Decagon is seeking a Strategy and Operations professional for its Customer team. This role will own the strategy, cadence, and operational infrastructure that powers the company's delivery and post-sales execution at scale. You will act as the operational backbone for deployment and steady-state delivery, standardizing how complex enterprise customers are launched, improving visibility and forecasting across teams, and partnering with Sales/GTM to ensure deals are scoped for success before closing. This is an in-office role with broad cross-functional influence, driving company-critical initiatives and building repeatable systems to increase launch predictability, reduce downstream risk, and improve customer outcomes as Decagon scales rapidly.
Responsibilities
- Build and scale customer operations by developing and maintaining 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.
Requirements
- 6+ years of 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.
- Direct experience partnering with Sales/GTM on deal scoping, success readiness, and pre-close operational rigor (preferred).
- Background in B2B SaaS, enterprise software, or AI-adjacent companies (preferred).
- Prior experience building an operations function from scratch or leading it through early scale (preferred).
Benefits
- Offers Equity
- Medical, Dental, and Vision benefits for you and your family
- Life Insurance and Disability Benefits
- Retirement Plan (e.g., 401K, pension)
- Parental Leave
- Fertility and family building benefits through Carrot
- Monthly stipend to support your wellness, lifestyle, and work-life balance
- Daily lunches and snacks in the office