About Decagon
Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences.
Our technology enables industry-defining enterprises like Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel.
We’re building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships. We’re proud to be backed by world-class investors who share that vision, including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, along with many others.
We’re an in-office company, driven by a shared commitment to excellence and velocity. Our values — Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle — shape how we work and grow as a team.
About the Team
Over the past few years, development of LLMs has evolved at a rapid pace. It’s not enough for our customers to just “set it and forget it” when it comes to AI software. Truly successful AI Agents require guidance and input throughout the development lifecycle.
About the Role
As part of the Agent Product & Operations team, you’ll explore how people and AI can work together most effectively in real-world settings. Your mission will be to design, build, and optimize human-AI collaboration patterns that make frontier AI systems both practical and transformative for our customers.
This work spans research, design, and product strategy. You might:
Conduct field studies to understand how users interact with AI in their workflows
Prototype new conversational and interaction patterns between humans and AI
Run experiments and analyses to measure effectiveness and reliability
Partner with Engineering and Product teams to translate insights into deployments that matter
Your findings will shape how Decagon deploys AI in mission-critical contexts and how we build toward the next generation of intelligent systems.
In this role, you will
Design and optimize enterprise-grade AI conversation experiences that map to real workflows and goals
Conduct research and experimentation to uncover effective patterns of human-AI collaboration
Run fast feedback loops with Engineering and Product to refine model behavior and features
Translate user insights into actionable recommendations for AI deployment and roadmap planning
Serve as a trusted advisor to customers and internal stakeholders on conversational AI design best practices
Your background looks something like this
4+ years of relevant experience (e.g., product manager, conversational designer, applied researcher, consultant, engagement manager, or founder)
Strong ability to blend qualitative insight (user research, workflow mapping) with quantitative rigor (experimentation, data analysis)
Technical fluency to understand and shape AI-driven interaction design
Excellent communication and collaboration skills, able to bridge technical and business contexts
Comfort working in fast-moving, ambiguous environments where you define problems as much as you solve them
Even better
Degree in Human-Computer Interaction, Business, Economics, Computer Science, or a related field — or equivalent experience
Prior experience designing conversational systems, chatbots, or human-AI interaction frameworks
Hands-on experience with frontier AI tools and deployment in enterprise or high-impact settings
Benefits
Medical, dental, and vision benefits
Take what you need vacation policy
Daily lunches, dinners and snacks in the office to keep you at your best
Compensation
$140K – $260K + Offers Equity
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What We Do
Trusted by world-class companies, Decagon is the most advanced AI platform for customer support.
