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
Decagon is pioneering the world of customer support AI – and we’re looking for our first Enablement Operations Manager to build the foundation for how our forward-deployed teams grow, operate, and deliver AI agents at scale.
This role sits within the Strategy & Ops team (Agent Product Management & Post-Sales org) and serves as the central hub for our team's technical and operational knowledge – ensuring that as our product and processes evolve, every member of our forward-deployed team is equipped to execute at a high level.
About the Role
This role is for someone who is equal parts operator and educator. You will become a Decagon product expert, deeply familiar with our platform and how our best Agent PMs, Implementations Managers, and Agent Success Managers build and deliver agents. That knowledge is the foundation for everything else: defining what great execution looks like, turning individual successes into org-wide standards, and ensuring those standards are understood and followed as we scale.
You will own our Center of Excellence – partnering with S&O to develop processes and best practices, building the training and onboarding programs that roll them out, and tracking adoption to ensure they stick. When processes are unclear or inconsistently applied, you identify it and fix it.
This is a hands-on role for someone who enjoys driving behavioral change, facilitating learning, and building the systems that help teams scale without losing quality.
This role is 5 days a week, in-person, in our San Francisco office.
In this role you will
Own the Center of Excellence: Maintain the definitive source of operational and product knowledge for the APM org, keeping it current as the product evolves and new best practices emerge.
Define and Document Best Practices: Partner with S&O and APMs to identify what great looks like and codify it into clear, actionable standards the whole team can follow.
Lead Training and Onboarding: Design and facilitate the programs that bring new and existing team members up to speed on product features, workflows, and operating standards.
Drive Process Adoption: When new processes roll out, you own the communication, training, and follow-through that ensures the team is actually executing on them consistently.
Track and Improve Compliance: Build the visibility mechanisms – audits, checklists, dashboards – that show where standards are being met and where they aren't, and work with team leads to close those gaps.
Close the Feedback Loop: Surface where processes are breaking down in practice and partner with S&O to refine them.
Scale with AI: Use AI tools to make training, auditing, and process guidance more efficient as we grow.
Your background looks something like this
Operator and Educator: Experience in Ops, Enablement Program Management, or Technical Training where building systems and teaching people to use them were both part of the job.
Deep Product Curiosity: You get energized by learning how technical products work and can translate complexity into clear, compelling training that resonates with technical teams.
Clear Communicator: You can simplify a complex workflow whether in a written doc, a live training, or a one-on-one coaching moment.
Strong Program Manager: You set deadlines, track completion, develop KPIs, and report on adoption – you know how to run a rollout end to end.
High-Agency and Direct: You identify where standards are slipping and move quickly to address it. You drive change through clarity and trust.
Even better if you have
Experience building internal enablement programs for technical products (AI, Developer Tools, or complex B2B SaaS).
Experience in a high-growth environment where processes change frequently.
Experience scaling operating standards across regions or functions.
Familiarity with AI tools, automation platforms, or conversational systems.
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
$180K – $230K + Offers Equity
Top Skills
What We Do
Trusted by world-class companies, Decagon is the most advanced AI platform for customer support.
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