What are the responsibilities and job description for the Mid-Level Strategy & Operations Lead, Customer Experience position at Jobright.ai?
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Job Summary:
Decagon is a leading conversational AI platform focused on enhancing customer experience. The Strategy & Operations Lead, Customer Experience will spearhead strategic initiatives, particularly launching the Customer Enablement function to maximize customer engagement and value from the Decagon platform.
Responsibilities:
• Architect & Launch Customer Enablement: Design the operating model, content strategy, and delivery approach for Decagon University, our guided training and self-serve learning platform.
• Accelerate Customer Adoption: Lead training for customers to drive rapid onboarding and ongoing value realization.
• Build the Knowledge Infrastructure: Own and facilitate the development and maintenance of a library of resources – from playbooks and guides to videos and knowledge bases – ensuring they evolve alongside product changes.
• Create Feedback Loops: Serve as the voice of the enablement experience internally, identifying gaps, surfacing insights, and driving improvements.
• Collaborate Cross-Functionally: Align training and content with product functionality, customer needs, and GTM priorities in partnership with Solutions Engineering, Product Marketing, Product, and Agent PM.
• Scale the Function: Establish processes, metrics, and staffing to grow Customer Enablement into a repeatable, high-impact capability.
• Lead Strategic Initiatives: Identify and execute additional projects that improve customer value and operational efficiency across the Agent PM organization.
Qualifications:
Required:
• 4 years of experience in program management or strategy and operations, ideally in B2B SaaS, or in management consulting.
• Proven ability to take a function or program from concept to operational excellence.
• A strong curiosity and ability to quickly develop deep expertise in technical products – paired with the skill and enthusiasm to make those concepts accessible for diverse audiences.
• Experience thriving in high-growth, fast-paced environments and managing multiple priorities at once.
• A collaborative mindset and ability to influence without authority across teams.
Preferred:
• Familiarity with conversational AI tools or AI agent deployment.
• Experience working with both pre-sales and post-sales teams in a startup.
• Background in building customer-facing programs from scratch.
Company:
Decagon is a conversational AI platform that provides a centralized AI engine to resolve issues in any language and across all channels. Founded in 2023, the company is headquartered in San Francisco, California, USA, with a team of 51-200 employees. The company is currently Growth Stage. Decagon has a track record of offering H1B sponsorships.