Implementation Manager at Decagon in Toronto, Ontario, Canada

About Decagon Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences. Our technology enables industry-defining enterprises like Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel. We’re building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships. We’re proud to be backed by world-class investors who share that vision, including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, along with many others. We’re an in-office company, driven by a shared commitment to excellence and velocity. Our values — Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle — shape how we work and grow as a team. About the Role As part of Decagon’s founding Implementations Team, you will build and scale the function that delivers world-class AI Agents for our customers. You will own the strategy and execution for implementing Decagon across complex enterprise environments, ensuring every deployment is smooth, impactful, and sets the foundation for long-term customer success. You will design and own the implementation playbook, creating the frameworks, processes, and standards that make deployments repeatable and scalable as we grow. You will continuously improve how we deliver by leveraging AI tools, automation, and strong operational design to increase efficiency and reduce time to value. You will partner closely with customer teams to understand their workflows and goals, and work cross-functionally with Sales, Product, and Engineering to translate those needs into successful implementations. You will guide complex rollouts, align stakeholders, and ensure every launch delivers measurable impact. In this role, you will - Lead enterprise AI Agent implementations from kickoff through rollout, driving execution, adoption, and business outcomes. - Design implementation strategies tailored to each customer’s goals and technical environment. - Build and own the Implementation playbook, including the processes and standards that enable scalable, high-quality deployments. - Improve speed, quality, and consistency across implementations by identifying bottlenecks and introducing better systems, tooling, and automation. - Partner cross-functionally to scope requirements, configure solutions, and feed insights back into Product. Your background looks something like this - 4+ years in implementations, consulting, onboarding, project management, or customer-facing technical roles. - Experience leading complex software or AI implementations with measurable results. - Technical fluency with SaaS platforms, integrations, and APIs. - Strong operational instincts with experience building scalable processes or playbooks. - Clear communicator who can work effectively with both executives and operators. - Highly organized and comfortable bringing structure to ambiguity in a fast-paced environment. Even better if you have - Experience deploying AI, automation, or customer service platforms. - Familiarity with enterprise systems such as Zendesk or Salesforce. - Experience building a new function or operating model from the ground up. - Power user of AI tools who uses them to transform workflows, increase leverage, and drive meaningful efficiency gains. Benefits We proudly offer the following benefits for our full-time employees: - 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 - Retirement 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 These benefits are described in more detail in Decagon’s policies, may vary by location, and can change at any time according to applicable compensation and benefits plans.