Product Operations Manager

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.

The Product team owns Decagon’s platform and foundational features: agent building, eval, analytics, testing, experimentation, versioning, integrations, and enterprise controls. We work across every customer segment, partnering closely with engineering, design, and go-to-market to ensure our platform is robust, scalable, and easy to use.

As the founding Product Operations Manager at Decagon, your mission will be to drive strategic clarity, pace of execution, and operational excellence within the Product and Design organization. You’ll stand up the function 0→1 to optimize how we build product, including running x-org processes, driving customer- and data-driven decision-making, and owning team enablement.

• Build key processes and operating rhythms, including voice of the customer and roadmapping

• Bring high-quality, actionable insights from customers and data into our product development process

• Drive team enablement, including training, development, and tooling

• Have 6+ years of relevant experience (e.g., Product Operations, TPM, Product Manager)

• Experience building and operating effective x-org processes and rhythms

• Experience managing and influencing cross-functional leaders and stakeholders

• Experience working closely with PMs, Designers, Engineers, and GTM partners

• Strong analytical acumen, including using quantitative and qualitative data to inform decision-making

• Strong communication and relationship-building skills

• Demonstrated ability to be a strategic thought partner, proactively identifying and driving new opportunities

• A Computer Science, Engineering, or Math degree or equivalent technical experience

• Experience working at a startup or high-growth company

• Experience working on a generative AI product