Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this Strategy and Operations, Customers role.
Rezi rewrites your resume against Decagon's job description. Free.
Tailor your resume to this Strategy and Operations, Customers role.
Rezi rewrites your resume against Decagon's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Strategy and Operations, Customers posting at Decagon — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Strategy and Operations, Customers posting at Decagon — free, in seconds.
About the Role
In Strategy & Operations for the Customer team, you will own the strategy, cadence, and operational infrastructure that powers Decagon’s delivery and 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 an in-office role with broad cross-functional influence. You’ll 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.
Responsibilities
- 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
Requirements
- 6+ years of experience with 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
- Background in B2B SaaS, enterprise software, or AI-adjacent companies
- Prior experience building an operations function from scratch or leading it through early scale
Location
- in-office
Work Type
- in-office
- full-time
Experience Level
- 6+ years of experience
Salary/Compensations
- $190K – $265K + Offers 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 your wellness, lifestyle, and work-life balance
- Daily lunches and snacks in the office to keep you at your best
- 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 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.