Enablement Operations Manager - 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 t ...

Job description

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 is the central hub for our team's technical knowledge. You will ensure that as our product evolves and our team grows, our ability to deliver world-class AI agents remains consistent, repeatable, and ahead of the curve.

About the Role

At its core, this role is about scaling technical excellence as our customer base grows and our product evolves. You will go deep into the product and the daily workflows of our Agent PMs (APM), Implementation Managers, and Agent Success Managers to define what "great" looks like.

You will be responsible for standing up a Center of Excellence for agent building and delivery – ensuring that every member of the broader APM org is an expert on our latest product features and is utilizing the most effective building strategies discovered across the org. You will turn individual breakthroughs into team-wide standards, ensuring that as we scale, our quality and speed continue to improve.

This is a hands-on operator role for someone who enjoys building systems from 0-to-1, driving behavioral change, and helping teams scale without losing quality.

This role is 5 days a week, in-person, in our San Francisco office.

In this role you will

• Stand up a Center of Excellence: Create a centralized home for our operating standards. You will ensure the org has immediate access to the "Gold Standard" for building and managing agents.

• Operationalize Product Innovation: Partner with Product Management to ensure the team understands exactly how to leverage new product features when they ship.

• Codify Internal Best Practices: Proactively "knowledge mine" from the team. You will identify the strategies our best people are using in the field, document them, and turn them into the standard way we do things.

• Build & Lead Technical Training: Own the end-to-end technical onboarding and continuous learning programs. You will both design the systems (the tools, paths, and documentation) and conduct the training that takes an APM from "Day 1" to "Expert."

• Lead Behavioral Change: Build the feedback loops and metrics to ensure the consistent adoption of best practices and CoE standards across the team.

• Scale Quality Control: Build the certification and audit mechanisms that preserve our quality bar as we expand into new markets and larger team structures.

Your background looks something like this

• Technical Enablement: You have at least 5 years of experience building enablement programs for highly technical products (AI, Developer Tools, or complex B2B SaaS).

• 0-to-1 Mindset: You are a builder who thrives in ambiguity. You know how to create order and structure from scratch without adding unnecessary processes.

• Technical Knowledge Miner: You are a fast learner who enjoys getting your hands dirty in the product. You are skilled at extracting and simplifying complex technical workflows from subject matter experts.

• Systems + Execution: You don't just create content; you build the delivery mechanisms and standards that ensure knowledge sticks.

• High-Agency Ownership: You are a self-starter who sees a gap in the team's knowledge or process and moves immediately to close it.

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