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About the Role

This senior individual contributor role focuses on defining, measuring, and improving the performance of AI agents for large enterprise customers. You will work directly with clients to establish success metrics, operationalize them, and drive improvements through data analysis and experimentation. A key aspect of this role involves building product features and frameworks to empower the broader Decagon team in their measurement efforts. This position requires a blend of quantitative rigor, executive advisory skills, and founder-like ownership, offering the opportunity to define and own metrics rather than just report on them.

Responsibilities

Work directly with customers to define performance metrics and operationalize them.
Own the delivery of defined metrics, ensuring transparent data access to reinforce customer narratives.
Improve key account metrics by diagnosing performance drivers, designing experiments, and implementing changes.
Scope and build product features, tools, and frameworks to enhance the team's measurement capabilities.
Define success criteria for new initiatives with no precedent.
Run feedback loops into Product, Engineering, and Research to shape the product based on demanding deployment learnings.

Requirements

5+ years in data science, analytics, or another quantitative role driving end-to-end analyses and influencing decisions.
Exceptional judgment in interpreting metrics, considering edge cases and stakeholder perspectives.
Ability to prioritize effectively (80/20 intuition) rather than analyzing everything.
Comfort in fast-moving, ambiguous situations, shaping the approach as much as implementing it.
Ability to identify and defend the best available option when faced with questions lacking a clear right answer.
Strong independence, setting priorities with minimal direction and bringing decisions.
Ability to align stakeholders on a shared definition of success, accommodating different priorities and technical depths.
Strong technical fundamentals, including fluency in SQL and Python.
Comfort working with large volumes of messy, unstructured conversational data.

Skills

Data Science
Analytics
SQL
Python
Quantitative Analysis
Experiment Design
Product Development
Stakeholder Management
AI Product Evaluation
LLM Evaluation

Location

In-office

Work Type

Full-time
In-office

Experience Level

Senior Individual Contributor

Salary/Compensations

$165K-$215K + Equity

Benefits

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 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’re building a future where customer experiences are 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 including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures.
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.