Director of Operations

About Decagon

Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experience. Our AI agents provide intelligent, human-like responses across chat, email, and voice, resolving millions of customer inquiries across every language and at any time.

Since coming out of stealth, Decagon has experienced rapid growth. We partner with industry leaders like Hertz, Eventbrite, Duolingo, Oura, Bilt, Curology, and Samsara to redefine customer experience at scale. We've raised over $200M from Bain Capital Ventures, Accel, a16z, BOND Capital, A*, Elad Gil, and notable angels such as the founders of Box, Airtable, Rippling, Okta, Lattice, and Klaviyo.

We’re an in-office company, driven by a shared commitment to excellence and velocity. Our values—customers are everything, relentless momentum, winner’s mindset, and stronger together—shape how we work and grow as a team.

The Operations team at Decagon partners closely with the SVP of Operations & People and senior leadership to drive company-wide alignment, efficiency, and execution. We lead high-priority strategic and operational initiatives, shape Decagon’s operating model, and ensure the organization scales effectively.

We’re looking for a Director of Operations — a strategic, analytical, and execution-focused operator who can help drive Decagon’s growth. This role is ideal for a former consultant or engagement manager who wants to transition from advising to building, applying strong problem-solving skills and stakeholder management to real operational challenges.

You will lead high-impact initiatives across the company, refine and evolve our operating model, and ensure we execute efficiently as we scale. This is a high-visibility role partnering directly with the SVP, senior leaders, and teams across the organization.

• Partner with the SVP, Operations and cross-functional leads (Product, GTM, People, and Finance) to define and execute Decagon’s operating priorities.

• Build and refine scalable processes to improve efficiency, decision-making, and cross-team collaboration.

• Partner with Finance and Founder’s Office to drive strategic planning business review processes to ensure alignment and accountability across the company.

• Develop and manage dashboards and metrics to track company performance and identify opportunities for operational improvement.

• Support high-impact initiatives for the SVP of People and Operations such as org design, enterprise systems and tools selection, cross-company operational process improvements (i.e., end-to-end workflow automation, customer feedback loop implementation, onboarding and enablement)

• Lead problem-solving and analysis for complex business questions, translating data into insights and actionable recommendations.

• Serve as a trusted advisor and thought partner to leadership, both strategic and hands-on when needed.
  

• 8+ years of professional experience, ideally including top-tier consulting (e.g., McKinsey, BCG, Bain) or a strategy/operations role at a high-growth tech company.

• Proven ability to structure ambiguous problems, manage cross-functional stakeholders, and deliver measurable impact.

• Highly analytical, data-driven, and comfortable working in fast-paced, evolving environments.

• Excellent written and verbal communication skills; able to distill complex ideas clearly and effectively.

• Comfortable balancing strategy with execution — you can both design the playbook and run the play.

• Passion for technology and innovation, with a bias for action and continuous improvement.

• 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

$250K – $300K + Offers Equity