Senior Director, Strategy and Operations

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