Full-Time
Senior Director
Strategy and Operations
Decagon
201-500 employees
Generative AI for customer support automation
Compensation Overview
$270k - $350k/yr
San Francisco, CA, USA
In Person
 Business & Strategy (1) |
|---|
- Ten or more years of experience with director-level scope in Strategy & Operations, BizOps, post-sales operations, CX operations, delivery operations, or adjacent functions.
- Demonstrated ability to diagnose ambiguous problems, drive structured workstreams, and influence senior stakeholders.
- Experience scaling a post-sales, CX, or delivery organization during hypergrowth—building playbooks, operating cadences, and resourcing/capacity planning systems.
- Strong executive communication and trust-building skills; ability to align cross-functional leaders and drive decisions with clarity and rigor.
- Comfort operating in fast-moving, ambiguous environments where you build structure while maintaining momentum.
- Build and scale customer operations by developing and maintaining repeatable processes that improve deployment consistency and ongoing customer operations.
- Establish operating rhythms and reporting that create visibility into delivery health, risks, and key bottlenecks.
- Drive planning and resourcing practices that support predictable execution as the business scales.
- Partner with go-to-market teams to improve upfront alignment on customer goals, scope, and readiness.
- Lead cross-functional initiatives with Product and Engineering to unblock execution and improve outcomes.
- Own issue management and escalation handling to keep delivery and customer results on track.
- Manage and develop a Strategy & Operations team focused on operational excellence and scalability.
- Hire and coach for high ownership and strong execution, emphasizing durable systems over one-off fixes.
- Direct experience partnering with Sales/GTM on deal scoping, success readiness, and pre-close operational rigor.
- Background in business-to-business software as a service, enterprise software, or AI-adjacent companies.
- Prior experience building an operations function from scratch or leading it through early scale.
Decagon.ai provides generative AI tools for customer support and operations, offering a subscription-based service that helps enterprises and startups automate complex data processes, identify themes, and spot anomalies from customer interactions. Its AI-powered agent assistance handles routine tasks and learns from human agents to improve productivity and customer satisfaction. The products deeply integrate with clients' internal systems to enable seamless automation and support across ticketing, pre-sales, and creator support. Compared with competitors, Decagon.ai emphasizes scalable, deeply integrated AI tools that continuously learn from human agents and deliver tangible improvements in efficiency and insights. The company’s goal is to help teams automate workflows, extract valuable insights from interactions, and boost support quality and operational performance.
Company Size
201-500
Company Stage
Series D
Total Funding
$481M
Headquarters
San Francisco, California
Founded
2023
Simplify's Take
What believers are saying
- Deutsche Telekom's commercial pilot opens telecom expansion across high-volume support workflows.
- Notion's External Agents API could embed Decagon inside workspace-based support operations.
- Average deflection above 80% supports expansion across existing enterprise customers.
What critics are saying
- Notion Workers and External Agents API compress Decagon's automation and orchestration advantage.
- Outbound voice campaigns risk compliance failures, customer backlash, and rapid contract rollbacks.
- A $4.5 billion valuation forces aggressive growth; missed targets trigger retention and down-round pressure.
What makes Decagon unique
- Decagon builds concierge-grade agents across voice, chat, email, and SMS.
- Chime reported 60% lower contact-center costs and doubled NPS after deployment.
- Decagon's Agent Operating Procedures blend natural language instructions with code-level precision.
Help us improve and share your feedback! Did you find this helpful?
Your Connections
People at Decagon who can refer or advise you
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Unlimited Paid Time Off
Meal Benefits
Growth & Insights and Company News
6 month growth
↓ -1%1 year growth
↑ 3%2 year growth
↑ 21%Notion launches a developer platform for AI agents and workflow automation. Notion just crossed from workspace app into developer platform territory. The company announced a new Notion Developer Platform that adds custom code execution, database sync, external agent support, and workflow triggers. Get Free Daily Insights to Stay Ahead in Your Entrepreneurial Journey. Table of Contents Notion Workers: the core piece. At the center of the release is Notion Workers, a hosted runtime for custom code. Workers handle syncing external data, adding custom logic to agent tools, and responding to webhooks without teams needing to manage their own servers. Notion's framing: "Write your logic in code and deploy it as a Worker. It's deterministic, so it's more reliable than LLM reasoning, and a fraction of the token cost." What else ships with the platform. * Database sync (beta): Pull data from external APIs, including Salesforce, Zendesk, or internal databases, directly into Notion databases for use by workflows and agents. * External Agents API (alpha): Lets third-party and internally built agents operate inside Notion. Notion has partnered with Claude, Codex, and Decagon to offer some agents out of the box. * Notion CLI: Sign into workspaces, act on Notion content, and build and deploy Workers from the command line. * Workspace-scoped OAuth and personal access tokens: Standard auth primitives for integrations. * Updated MCP support and a new developer portal with rebuilt documentation. Pricing. Workers are free during the beta period. Starting August 11, they run on Notion credits. The analyst take. Gartner senior principal analyst Nitish Tyagi said the platform positions Notion as a workspace-centric control layer for AI agents, but noted that Atlassian, GitHub, JetBrains, and Tabnine are already pushing deeper into context, governance, and multi-agent orchestration. His verdict: "Notion's feature set is not fundamentally new. The success of the platform will depend less on what it offers and more on how well these capabilities perform in practice." For solo operators already living in Notion, Workers and the External Agents API are worth watching closely. The database sync alone, pulling live Salesforce or Zendesk data into a Notion workspace for agent consumption, closes a real gap that currently requires a separate automation layer. Cagri Sarigoz ( Founder) I'm founder of BizStack at Cagri Sarigoz LLC and a passionate advocate for entrepreneurs. With over 14 years in tech, marketing, and AI, including my role as Head of SEO at CitizenShipper and co-founder of TaleBot at Intale AI, I'm dedicated to sharing genuine, useful product insights and tips. At BizStack, I aim to cut through the digital noise to provide clear, actionable advice. And more than all else, I'm a father to a (always) little girl and a husband. Contact me at [email protected] for assistance.
Decagon launches proactive AI agents to transform Customer Experience. Decagon, a leading provider of conversational AI agents designed to deliver concierge-style customer experiences, has unveiled a new generation of proactive agentic technology. This latest innovation aims to transform customer interactions by anticipating needs, remembering customer preferences, and initiating communication at the most appropriate time. As businesses continue to adopt AI-driven solutions, Decagon's latest development focuses on making customer service more intelligent and proactive. Rather than simply reacting to inquiries, the company's advanced AI agents can now predict customer needs and engage them before issues arise. This shift reflects a broader movement within the customer experience (CX) industry toward proactive engagement and personalized service. To ensure the technology meets real-world demands, Decagon collaborated closely with its enterprise customers during the development process. The company worked with businesses in sectors such as travel, retail, and health technology, testing numerous real-life scenarios. In these industries, timely communication and accurate insights can make a significant difference - whether it's ensuring a traveler catches a flight, confirming a retail delivery, or providing critical health updates. "We have a core principle here at Decagon: invent what customers want," said Alan Yiu, VP of Product at Decagon. "That means working closely with the companies actually deploying our agents and iterating quickly based on what we see in the real world. Our goal is to build technology that helps businesses deliver the kind of fast, concierge experiences today's consumers deserve." One of the most notable additions to Decagon's platform is its outbound voice capability. With this feature, AI voice agents can proactively call customers instead of waiting for inbound queries. These voice models are specifically optimized to address the technical challenges of outbound calling, allowing organizations to reliably connect with customers without requiring additional manual effort. "Decagon gave us a way to shift from reactive support to proactive outreach, while empowering our team to focus on the customer interactions where the human touch matters most," said Vikram Rajagopalan, VP of Customer Experience at Hertz. Traditionally, most automation technologies have focused on helping companies respond to customer questions more quickly and reduce support costs. However, this reactive approach often treats each interaction as an isolated event without considering past conversations or customer context. Decagon aims to change that dynamic by enabling businesses to deliver a concierge-like experience at scale. Instead of starting from scratch every time a customer reaches out, the AI agents maintain contextual understanding and gradually build stronger relationships over time. "A trusted concierge remembers who you are, anticipates your needs, reaches out at the right moment, and builds context over time," said Mr. Yiu at Decagon. "With this launch, we're helping businesses deliver this concierge treatment at global scale and empower their customer-facing teams to do their best work." Another major advancement comes in the form of Decagon's new user memory capability. This feature captures detailed conversational insights such as preferences, sentiment signals, and behavioral patterns. By doing so, the platform enables organizations to move beyond static customer records and build dynamic, evolving relationships. "My philosophy around customer relationships is that it's not just about what you do for a customer, it's about how you make them feel," said Daryl Unger, VP of Customer Experience at Away, "As human beings, we're wired to remember emotions far longer than we remember transactions, and that emotional impact is what ultimately drives loyalty. That's why every interaction matters." Decagon's user memory feature allows customers to continue conversations without repeating information, while AI agents can remember preferences such as product interests or sizing. At the same time, customer experience teams gain a unified view of each customer's journey, helping them deliver more personalized and meaningful engagement. "Decagon allows us to retain meaningful context from past customer interactions, so we can serve customers with continuity and understanding rather than starting from scratch each time. It shifts our approach from handling isolated transactions to building relationships that evolve over years," added Mr. Unger. Overall, these innovations position Decagon at the forefront of the emerging agentic commerce era, where proactive AI concierge agents play a central role in shaping the future of customer engagement.
Decagon, an AI startup backed by a16z, has completed a tender offer at a $4.5 billion valuation, tripling its June 2024 valuation of $1.5 billion. The company's annual recurring revenue surpassed eight figures in late 2024. Founded in 2023, Decagon builds AI agents that handle customer support via chat, email and voice. It serves over 100 large customers, including Avis Budget Group and 1-800-Flowers. Chime reported 60% lower contact-centre operating costs and doubled Net Promoter Score after deploying Decagon's agents. The tender offer allows more than 300 employees to sell vested shares, providing liquidity amid intense competition for AI talent. Decagon launched its voice channel in February 2025 through a partnership with ElevenLabs and secured a commercial pilot with Deutsche Telekom in November 2025.
Decagon eyes major office lease in SF following $250M raise. Anica Petkovic - News - February 05, 2026 - Time reading: 2 min AI startup Decagon targets 70,000 SF lease at 680 Folsom. San Francisco-based AI startup Decagon is reportedly in talks to lease two full floors - approximately 70,000 square feet - at 680 Folsom Street, following a $250 million Series D funding round that tripled the company's valuation to $4.5 billion. The fast-growing company has been exploring new office options in San Francisco for several months, with expansion tied to its rapidly scaling team. Decagon, which offers AI-powered customer service technology, plans to add at least 100 employees to its workforce by the end of 2025, according to earlier reports. A boost for downtown Leasing activity. The building's owner, Boston Properties (BXP), shared on its Q4 earnings call that it is currently negotiating 132,000 square feet of leases across 680 Folsom and nearby 50 Hawthorne Street. Decagon's deal would represent more than half of that activity. While not yet finalized, Decagon's lease would be a significant win for BXP as it works to backfill space in two key assets totaling over 520,000 square feet. Combined occupancy at 680 Folsom and 50 Hawthorne rose to 65.8% in Q4 - up from 59.2% in the previous quarter. Other recent activity in the building includes Swinerton Construction, which has leased roughly 34,000 square feet on a separate floor. What it signals. The potential Decagon lease is another sign of life for San Francisco's AI-fueled office recovery, particularly in high-end, amenity-rich buildings that can support the growth needs of venture-backed companies. The company is currently based at 100 1st Street, though its current square footage has not been publicly disclosed. If the new lease is completed, Decagon would become one of the larger recent tech tenants to commit to significant space in the city. Looking for office space in San Francisco's innovation corridors? Connect with IPG for the latest market insights and tailored tenant representation. * Insights Life Sciences in San Diego: Growth Signs Amid Leasing Pressure Luke McCullough - Insights - February 11, 2026 - Time reading: 2 min Learn More * Insights Where Is the Industrial Market Rebounding? Anica Petkovic - Insights - February 09, 2026 - Time reading: 3 min Learn More * Insights San Diego's AI Leap: Expanse Upgrade & Cooling-Ready Labs Luke McCullough - Insights - January 31, 2026 - Time reading: 3 min Learn More * Insights Bay Area IPOs: 2025 Sets the Stage, 2026 Heats Up Anica Petkovic - Insights - January 28, 2026 - Time reading: 3 min Learn More Real Estate Trends, Straight to Your Inbox Stay up to date on relevant trends and the latest research.
Decagon AI raises $250M at $4.5B valuation to scale AI concierge platform. Artificial intelligence concierge for every customer company Decagon AI Inc., which offers an artificial intelligence "concierge" for customers, today revealed that it has raised $250 million in new late-stage funding on a $4.5 billion valuation. Founded in 2023, Decagon offers advanced conversational AI agents that are designed to transform how businesses interact with their customers at scale. The platform uses large language models and machine learning to power AI "concierge" agents that can understand natural language and respond in a way that feels fluid, contextual and human-like, rather than offering simple scripted chats. The new funding is intended to help it expand its conversational AI platform and accelerate growth as it scales up deployment of its AI concierge technology to more enterprises across industries. Decagon's offering is powered by a unified AI agent engine that operates across multiple communication channels, such as chat, email and voice, to allow companies to deliver consistent support experiences regardless of how a customer chooses to reach out. The platform allows both technical teams and nontechnical business users to configure and optimize AI agents without heavy engineering support. Decagon offers tools that help organizations customize how agents handle specific scenarios, define business logic and incorporate guardrails so interactions remain safe and reliable. Decagon's technology is also able to learn from interactions by gathering context from past conversations and feeding that data back into the system. The AI agents improve their performance over time to make future customer engagements smoother and more accurate. By making concierge experiences possible at both the individualized level and at global scale, Decagon says, it's restoring alignment between businesses and customers. "We believe every customer deserves concierge treatment," explain Jesse Zhang and Ashwin Sreenivas, Decagon's cofounders. "And every business deserves the technology to make it possible." Across the platform, Decagon achieves average deflection rates exceeding 80%, which the company says demonstrates that scale and quality can work in harmony. The technology is already being used to power AI concierge experiences for leading consumer and enterprise brands across daily life. Notable Decagon customers include Avis Budget Group Inc., The Hertz Corporation, Block Inc., Affirm Holdings Inc., Chime Financial Inc., Varo Bank N.A., Deutsche Telekom AG and Grubhub Holdings Inc. The Series D funding round was led by Coatue Management and Index Ventures Management. Also participating were ChemistryVC, Definition Capital, Starwood Capital Group, Andreessen Horowitz, A* Capital, Accel Partners, Avra Capital, Bain Capital Ventures, Elad Gil, T.Capital (Deutsche Telekom Capital Partners), Forerunner Ventures and Ribbit Capital Management. "Decagon is helping redefine how businesses engage with their customers," said Lucas Swisher, general partner at Coatue Management. "As AI unlocks hyperscale commerce, Decagon is enabling concierge-level interactions at scale. That's why many trusted and innovative companies are choosing Decagon to modernize their customer experience." The new round takes the total raised by Decagon to approximately $481 million, according to data from Tracxn. Previous rounds raised by the company include $35 million in June 2024, $65 million in October 2024 and $131 million on a $1.5 billion valuation in June. Image: Decagon. A message from John Furrier, co-founder of SiliconANGLE: Support its mission to keep content open and free by engaging with theCUBE community. Join theCUBE's Alumni Trust Network, where technology leaders connect, share intelligence and create opportunities. * 15M+ viewers of theCUBE videos, powering conversations across AI, cloud, cybersecurity and more * 11.4k+ theCUBE alumni - Connect with more than 11,400 tech and business leaders shaping the future through a unique trusted-based network. SiliconANGLE Media is a recognized leader in digital media innovation, uniting breakthrough technology, strategic insights and real-time audience engagement. As the parent company of SiliconANGLE, theCUBE Network, theCUBE Research, CUBE365, theCUBE AI and theCUBE SuperStudios - with flagship locations in Silicon Valley and the New York Stock Exchange - SiliconANGLE Media operates at the intersection of media, technology and AI. Founded by tech visionaries John Furrier and Dave Vellante, SiliconANGLE Media has built a dynamic ecosystem of industry-leading digital media brands that reach 15+ million elite tech professionals. Its new proprietary theCUBE AI Video Cloud is breaking ground in audience interaction, leveraging theCUBEai.com neural network to help technology companies make data-driven decisions and stay at the forefront of industry conversations.