Strategy and Operations, Customers

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.

In this role, you will

• 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.

Your background looks something like this

• 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.

Even better if you have

• 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.