Senior Manager, IT

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 The IT and Operations team at Decagon enables our rapidly scaling organization to move fast while maintaining security, compliance, and seamless employee experiences. We build the technology infrastructure and operational workflows that empower our team to focus on building category-defining AI products. Working closely with Security Engineering and Internal Tools teams, we ensure Decagon's IT environment supports both startup velocity and enterprise standards. This is an in-office role based in our San Francisco HQ. About the Role Lead and evolve Decagon's IT operations as we scale from 250 staff to 500+, building intelligent, automated systems that support a global workforce across San Francisco, New York, London, and Sydney. This role owns company-wide IT strategy and execution. You will define and execute a multi-year IT roadmap aligned with Decagon’s growth trajectory, ensuring our infrastructure, systems, and workflows scale ahead of company needs. You’ll transform our IT function from tactical support to strategic enablement by leveraging AI-powered workflows, automation-first design, and modern ITSM practices. This role sits at the intersection of IT operations, security, internal tooling, and automation, with engineering support available for tooling investments and custom integrations. This is an opportunity to architect and scale a global IT organization at a fast-growing AI company. In this role, you will - Lead and mentor a team of IT professionals across multiple time zones, fostering a culture of ownership and continuous improvement in a hybrid/async environment - Scale the IT team globally, hiring and developing talent across regions to support Decagon’s expanding international footprint - Develop and manage the annual IT budget, proactively forecasting infrastructure, SaaS, and headcount needs in alignment with company growth - Design and implement automated SaaS provisioning and deprovisioning workflows that scale with rapid headcount growth - Build operational workflows derived from company IT policies, translating security and compliance requirements such as SOC 2 and ISO 27001 into streamlined, automated processes - Replace manual IT processes with automated, self-service systems using APIs, scripting, or workflow automation tools - Collaborate with Internal Tools Engineering to build custom integrations that reduce ticket volume and improve time-to-resolution - Drive the evaluation, adoption, and implementation of AI-powered IT Service Management platforms to modernize support delivery - Collaborate with finance and security on vendor management and SaaS procurement, optimizing costs and consolidating tools while ensuring security review and compliance - Establish IT governance frameworks and decision-making processes that scale globally while maintaining security, compliance, and operational consistency - Lead the creation and formalization of AI tools and workflow builders that enable employee productivity and self-servi