Strategy and Operations, Customers

Decagon • San Francisco, CA

9d • $190,000 - $265,000 • Onsite

About The Position

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.

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.

Nice To Haves

• 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 operation function from scratch or leading it through early scale.

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.

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 (subject to local requirements; UK employees receive 25 days of statutory leave)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed