AI customer support agents · San Francisco
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’s APM team turns enterprise commitments into durable customer outcomes. We own deployment execution, steady-state operations, and the operating system that lets delivery quality and velocity scale as our customer base and deal complexity grow.
Within the APM team, the Technical Program Manager (TPM) function helps drive end-to-end delivery of Decagon's most complex customer implementations — design partnerships, strategic deals, and enterprise go-lives — alongside the internal cross-functional programs that underpin enterprise readiness. We work across the company to ensure every deployment ships on time and at high quality. Most importantly, the TPM function builds the operational strategy and foundation that scales as Decagon grows.
This is a fully in-office role based in our San Francisco or New York office.
About the Role
As a Technical Program Manager at Decagon, you will own delivery of our most complex customer deployments and drive the internal cross-functional programs that enable enterprise readiness. You will work across APM, Engineering, Product, Research, Security, Legal, and Go-to-Market to translate requirements into executable programs, manage dependencies across parallel workstreams, and surface issues before they become blockers. As Decagon grows, you will be responsible for continuously improving our operational and internal functional excellence so we can scale seamlessly.
In this role, you will:
Partner with a forward-deployed working team to drive operational excellence and program management for complex customer implementations end-to-end — aligning on scope, sequencing dependencies, managing risk, and ensuring no one is caught off-guard at handoffs or milestones; this includes design partnerships and strategic accounts where requirements are still taking shape
Translate customer requirements and feedback into structured program plans — working with GTM and Product to prioritize the highest-impact asks, map them to delivery roadmaps, and track execution against committed timelines
Drive internal cross-functional programs — model lifecycle management, security and compliance buildouts, external certifications — from kickoff through completion, aligning stakeholders and holding workstreams accountable without direct authority over executing teams
Your background looks something like this
4-6+ years of experience as a technical program manager or in product/engineering operations, with direct ownership of either complex enterprise deployments or large-scale internal cross-functional initiatives
Track record running high-stakes customer implementations or feature builds at the design-partner or strategic-deal tier, where scope is ambiguous, requirements evolve mid-build, and the customer's success is tied directly to yours
Demonstrated ability to drive programs without authority — an outcome-oriented but collaborative approach that unites teams around shared milestones and holds the work accountable end-to-end with influence
Structured, rigorous approach to ambiguity — able to define program scope, sequence dependencies, surface blockers early, and keep multiple concurrent workstreams moving without losing resolution
Enough technical fluency to engage credibly with engineering teams — able to ask the right questions, pressure-test tradeoffs, and translate between technical and business contexts without going deep on implementation
Exceptional written and verbal communicator — able to calibrate depth, format, and framing for customers, engineering leads, executive sponsors, and external partners alike
Even better if you have
Hands-on experience with LLMs or conversational AI — you've shipped something with these systems, whether in a professional or personal context
A track record of moving programs through legal, security, engineering, and customer approval gates — able to anticipate friction points and keep timelines intact
Benefits
We proudly offer the following benefits for our full-time employees:
Take what you need vacation policy (subject to local requirements; UK employees receive 25 days of statutory leave)
Medical, Dental, and Vision benefits for you and your family
Life Insurance and Disability Benefits
Retirement Plan (e.g., 401K, pension)
Parental Leave
Fertility and family building benefits through Carrot
Daily lunches and snacks in the office to keep you at your best
These benefits are described in more detail in Decagon’s policies, may vary by location, and can change at any time according to applicable compensation and benefits plans.