Agent Development Manager

About Decagon

Decagon is a conversational AI platform that helps brands create concierge-style customer experiences. Its products are used by major enterprises such as Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas to run AI agents across voice, chat, email, SMS, and other channels, delivering personalized and high-quality interactions.

The company is working toward a future where customer support feels faster, more conversational, and more relationship-driven. It is supported by leading investors such as a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures.

Decagon operates as an in-office organization with a strong focus on speed, excellence, and execution. Its culture is shaped by four core values: Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle.

About the Role

As part of Decagon’s Agent Development Team, you will help build and scale the function responsible for creating world-class AI agents for customers. You will own strategy and execution for deploying Decagon in complex enterprise environments, making sure each implementation is effective, smooth, and sets up long-term success.

You will create and refine the agent development playbook by defining the frameworks, processes, and standards that make deployments repeatable and scalable. You will also improve delivery by using AI tools, automation, and strong operational thinking to boost efficiency and shorten time to value.

In addition, you will work closely with customer teams to understand their workflows and goals, and collaborate with Sales, Product, and Engineering to turn those needs into successful agent builds and launches.

Responsibilities

• Own AI agent builds end to end, from initial setup through adoption and measurable business impact.
• Create deployment strategies that align with each customer’s objectives and technical setup.
• Identify friction points in the build process and introduce stronger systems, tooling, and automation to improve speed, quality, and consistency.
• Bring structure, data-driven decision-making, and strong leadership to help build a high-performing agent development team.
• Coordinate complex rollouts and ensure stakeholders stay aligned throughout the implementation process.
• Partner across customer, sales, product, and engineering teams to translate business needs into effective agent experiences.

Requirements

• At least 4 years of experience in customer-facing technical roles such as implementations or solutions consulting, or in consulting, finance, product, or project management.
• Track record of leading complex software or AI deployments with clear outcomes.
• Comfort working with SaaS platforms, APIs, and integrations.
• Experience creating scalable workflows, processes, or operating playbooks.
• Strong communication skills and the ability to work well with executives as well as hands-on operators.
• Excellent organization and the ability to bring clarity to ambiguous situations in a fast-moving environment.
• Team-oriented mindset with low ego and a belief that individual success is tied to team success.
• Nice to have: familiarity with enterprise tools such as Zendesk or Salesforce.
• Nice to have: experience building a new team, function, or operating model from scratch.
• Nice to have: strong use of AI tools to improve workflows and create meaningful efficiency gains.

Benefits

• Flexible vacation policy, subject to local requirements; UK employees receive 25 days of statutory leave.
• Medical, dental, and vision coverage for employees and their families.
• Life insurance and disability coverage.
• Retirement benefits such as a 401(k) or pension plan.
• Parental leave.
• Fertility and family-building support through Carrot.
• Daily office lunches and snacks.

Additional Information

This is a full-time, in-office position based in New York, NY. Benefits apply to full-time employees and may vary by location. They are described in more detail in company policies and can change at any time according to applicable compensation and benefits plans.

The compensation range for this role is $150K to $220K.