About the job
About Decagon
At Decagon, we are pioneers in the conversational AI landscape, enabling brands to create unparalleled customer experiences. Our innovative platform empowers leading enterprises such as Avis Budget Group, Block’s Cash App, Square, Chime, Oura Health, and Hunter Douglas, allowing them to deploy AI agents for personalized and enriching interactions across various channels—voice, chat, email, SMS, and beyond.
We are on a mission to transform customer experiences, moving beyond traditional support tickets and hold music to achieve quicker resolutions, more meaningful conversations, and stronger relationships. Our vision is shared by top-tier investors including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, among others.
Located in the heart of San Francisco, we are an in-office company that thrives on a collective commitment to excellence and agility. Our core values—Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle—embody our approach to teamwork and growth.
About the Team
The Product team at Decagon is responsible for the platform's core features, including agent building, evaluation, analytics, testing, experimentation, versioning, integrations, and enterprise controls. We collaborate closely across all customer segments, partnering with engineering, design, and go-to-market teams to ensure our platform remains robust, scalable, and user-friendly.
About the Role
As the inaugural Product Operations Manager at Decagon, you will play a pivotal role in steering strategic clarity, accelerating execution, and ensuring operational excellence within the Product and Design organization. You will establish foundational processes to enhance product development, leading cross-organizational initiatives, fostering data-driven decision-making, and empowering your team.
Key Responsibilities
- Develop and implement essential processes and operating rhythms, including customer feedback mechanisms and product roadmapping.
- Integrate high-quality, actionable insights derived from customer feedback and data into our product development lifecycle.
- Facilitate team enablement through training, development, and the provision of effective tools.
Qualifications
- 6+ years of relevant experience in Product Operations, Technical Program Management, or Product Management.
- Demonstrable experience in constructing and maintaining effective cross-organizational processes and operational rhythms.
- Proven track record in managing cross-functional teams and enhancing collaboration.
- Strong analytical skills with the ability to synthesize complex data into actionable insights.
- Excellent communication and interpersonal skills, capable of fostering relationships at all levels.

