Senior Director, Strategy and Operations

About the role

You will own the strategy, cadence, and operational infrastructure that powers Decagon’s post-sales execution at scale. You’ll act as the operational backbone for deployment and steady-state delivery—standardizing how we launch complex enterprise customers, improving visibility and forecasting across teams, and partnering with Sales/GTM to ensure deals are scoped for success before they close.

Responsibilities

• Build and scale customer operations
• Develop and maintain 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
• Persistently partner with GTM 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
• Lead and grow a high-performing team
• 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

Requirements

10+ 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.

Direct experience partnering with Sales/GTM on deal scoping, success readiness, and pre-close operational rigor.

Prior experience building an operations function from scratch or leading it through early scale.

Qualifications

Background in B2B SaaS, enterprise software, or AI-adjacent companies.

Skills

Strategic thinking and problem-solving skills.

Excellent organizational and project management skills.

Ability to influence and collaborate with cross-functional teams.

Strong communication and presentation skills.

Benefits

• Take what you need vacation policy (subject to local requirements; UK employees receive 25 days of statutory leave)
• Medical, Dental, and Vision benefits for you and your family
• Life Insurance and Disability Benefits
• Retail Plan (e.g., 401K, pension)
• Parental Leave
• Fertility and family building benefits through Carrot
• Daily lunches and snacks in the office to keep you at your best