Implementation Manager

Decagon•Toronto, ON

4d•Onsite

About The Position

As part of Decagon’s founding Implementations Team, you will build and scale the function that delivers world-class AI Agents for our customers. You will own the strategy and execution for implementing Decagon across complex enterprise environments, ensuring every deployment is smooth, impactful, and sets the foundation for long-term customer success. You will design and own the implementation playbook, creating the frameworks, processes, and standards that make deployments repeatable and scalable as we grow. You will continuously improve how we deliver by leveraging AI tools, automation, and strong operational design to increase efficiency and reduce time to value. You will partner closely with customer teams to understand their workflows and goals, and work cross-functionally with Sales, Product, and Engineering to translate those needs into successful implementations. You will guide complex rollouts, align stakeholders, and ensure every launch delivers measurable impact.

Requirements

4+ years in implementations, consulting, onboarding, project management, or customer-facing technical roles.
Experience leading complex software or AI implementations with measurable results.
Technical fluency with SaaS platforms, integrations, and APIs.
Strong operational instincts with experience building scalable processes or playbooks.
Clear communicator who can work effectively with both executives and operators.
Highly organized and comfortable bringing structure to ambiguity in a fast-paced environment.

Nice To Haves

Experience deploying AI, automation, or customer service platforms.
Familiarity with enterprise systems such as Zendesk or Salesforce.
Experience building a new function or operating model from the ground up.
Power user of AI tools who uses them to transform workflows, increase leverage, and drive meaningful efficiency gains.

Responsibilities

Lead enterprise AI Agent implementations from kickoff through rollout, driving execution, adoption, and business outcomes.
Design implementation strategies tailored to each customer’s goals and technical environment.
Build and own the Implementation playbook, including the processes and standards that enable scalable, high-quality deployments.
Improve speed, quality, and consistency across implementations by identifying bottlenecks and introducing better systems, tooling, and automation.
Partner cross-functionally to scope requirements, configure solutions, and feed insights back into Product.