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About the Role
As a Technical Program Manager at Decagon, you will own the delivery of complex customer deployments and drive internal cross-functional programs that enable enterprise readiness. You will collaborate across multiple departments to translate requirements into executable programs, manage dependencies, and proactively identify and resolve issues. As Decagon grows, you will continuously improve operational and functional excellence to ensure seamless scaling.
Responsibilities
- Partner with a forward-deployed working team to drive operational excellence and program management for complex customer implementations end-to-end, including aligning scope, sequencing dependencies, managing risk, and ensuring smooth handoffs.
- Translate customer requirements and feedback into structured program plans, collaborating with GTM and Product to prioritize high-impact asks, map them to delivery roadmaps, and track execution against timelines.
- Drive internal cross-functional programs, including lifecycle management, security and compliance buildouts, and external certifications, from kickoff through completion, aligning stakeholders and holding workstreams accountable.
Requirements
- 4-6+ years of experience as a technical program manager or in product/engineering operations, with direct ownership of complex enterprise deployments or large-scale internal cross-functional initiatives.
- Track record running high-stakes customer implementations or feature builds at the design-partner or strategic-deal tier, where scope is ambiguous, requirements evolve mid-build, and customer success is paramount.
- Demonstrated ability to drive programs without direct authority, utilizing an outcome-oriented and collaborative approach to unite teams around shared milestones and ensure end-to-end accountability.
- Structured and rigorous approach to ambiguity, with the ability to define program scope, sequence dependencies, surface blockers early, and manage multiple concurrent workstreams effectively.
- Sufficient technical fluency to engage credibly with engineering teams, ask pertinent questions, pressure-test tradeoffs, and translate between technical and business contexts.
- Exceptional written and verbal communication skills, with the ability to tailor depth, format, and framing for diverse audiences including customers, engineering leads, executive sponsors, and external partners.
Skills
- Program Management
- Technical Program Management
- Product Operations
- Engineering Operations
- Enterprise Deployments
- Cross-functional Initiatives
- Customer Implementations
- Stakeholder Management
- Risk Management
- Dependency Management
- Requirements Translation
- Roadmap Prioritization
- Execution Tracking
- Lifecycle Management
- Security and Compliance
- External Certifications
- Ambiguity Management
- Communication (Written and Verbal)
- LLMs
- Conversational AI
Location
- San Francisco
- New York
Work Type
- In-office
- Full-time
Experience Level
- 4-6+ years
Benefits
- Medical, Dental, and Vision benefits for employees and their families
- Life Insurance and Disability Benefits
- Retirement Plan (e.g., 401K, pension)
- Parental Leave
- Fertility and family building benefits through Carrot
- Monthly stipend for wellness, lifestyle, and work-life balance
- Daily lunches and snacks in the office
- Take what you need vacation policy
About the Company
- Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences.
- Our technology enables enterprises to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel.
- We are building a future where customer experiences are redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships.
- We are backed by investors including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures.
- We are an in-office company, driven by a shared commitment to excellence and velocity.
- Our values include Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle.