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Implementation Manager

DecagonLondon
On-site Full-time

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Experience Level

Manager

Qualifications

The ideal candidate will possess a strong background in project management, preferably within the technology or AI sectors. The role requires exceptional organizational skills, a proactive mindset, and the ability to work collaboratively across teams. Experience in developing strategic implementation plans and a proven track record of successful project execution are essential. Knowledge of AI technologies and their applications in customer service will be advantageous.

About the job

About Decagon

Decagon stands as the premier conversational AI platform, enabling brands to provide exceptional concierge-level customer experiences.

Our cutting-edge technology empowers renowned enterprises such as Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas to implement AI agents that facilitate personalized and enriching interactions across all channels, including voice, chat, email, and SMS.

We envision a future where customer interactions transcend traditional support tickets and hold music, leading to quicker resolutions, more engaging conversations, and deeper relationships. Proudly backed by leading investors including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, we are committed to making this vision a reality.

As an in-office company, we thrive on a collective dedication to excellence and speed. Our core values — Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle — guide our working culture and team development.

About the Role

Join Decagon’s pioneering Implementations Team to build and scale our operations in delivering top-tier AI Agents to our clients. You will spearhead the strategy and execution of Decagon implementations within intricate enterprise environments, ensuring that each deployment is seamless, impactful, and lays the groundwork for sustained customer success.

Your responsibilities will include designing and maintaining the implementation playbook, establishing frameworks, processes, and standards that facilitate repeatable and scalable deployments as we expand. You will leverage AI tools, automation, and robust operational design to enhance efficiency and minimize time to value.

Collaborating closely with customer teams, you will gain insights into their workflows and objectives while working cross-functionally with Sales, Product, and Engineering to convert those needs into successful implementations. You will oversee complex rollouts, align stakeholders, and guarantee that every launch yields measurable outcomes.

In this role, you will

  • Lead the implementation of enterprise AI Agents from kickoff to rollout, driving execution, adoption, and business results.

  • Craft implementation strategies customized to each customer's objectives and technical landscape.

  • Develop and manage the Implementation playbook, incorporating processes and standards that support scalable, high-quality deployments.

  • Enhance the speed, quality, and consistency of implementations by identifying best practices and streamlining workflows.

About Decagon

Decagon is a leader in conversational AI, helping brands create unparalleled customer experiences through innovative technology. Our solutions are trusted by top-tier enterprises and supported by prestigious investors, defining the future of customer engagement.

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