Job Summary:
Decagon is the leading conversational AI platform empowering brands to deliver concierge customer experiences. The Technical Program Manager will own the delivery of complex customer deployments and drive internal cross-functional programs to ensure enterprise readiness.
Responsibilities:
• 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
Qualifications:
Required:
• 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
Preferred:
• 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
Company:
Decagon provides a conversational AI platform for automating customer support across multiple channels. Founded in 2023, the company is headquartered in San Francisco, USA, with a team of 201-500 employees. The company is currently Growth Stage.