Technical Program Manager - Full-time - NY/US-based

About Decagon

Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experience. Our AI agents provide intelligent, human-like responses across chat, email, and voice, resolving millions of customer inquiries across every language and at any time.

Since coming out of stealth, Decagon has experienced rapid growth. We partner with industry leaders like Hertz, Eventbrite, Duolingo, Oura, Bilt, Curology, and Samsara to redefine customer experience at scale. We've raised over $200M from Bain Capital Ventures, Accel, a16z, BOND Capital, A*, Elad Gil, and notable angels such as the founders of Box, Airtable, Rippling, Okta, Lattice, and Klaviyo.

We’re an in-office company, driven by a shared commitment to excellence and velocity. Our values—customers are everything, relentless momentum, winner’s mindset, and stronger together—shape how we work and grow as a team.

About the Team

At Decagon, we’re building AI agents that power real customer interactions for some of the world’s most ambitious companies. Our customers aren’t just reading docs — they’re building mission-critical systems with us. That means every word, every guide, and every example directly impacts adoption and trust.

You’ll be joining a small, high-ownership team that moves fast, ships often, and cares deeply about clarity and craft. We work mostly in person and we treat documentation as a core product surface — not an afterthought.

About the Role

As a Technical Program Manager, you will lead the coordination and support the delivery of multiple AI agent development projects simultaneously for our largest customers, breaking down ambiguous goals into phased roadmaps with clear milestones to ensure on-time, high-quality outcomes.

In this role, you will

• Coordinate cross-functional teams: Work across technical and non-technical stakeholders – Agent Product Management, Go-to-market, and engineering product – through the full agent development lifecycle, aligning requirements and timelines and proactively managing dependencies and risks .

• Plan and track project delivery: Co-own project planning activities, including scoping requirements, prioritizing agent build roadmaps, aligning on milestones/outcomes, and identifying & clearing blockers to keep each implementation on track .

• Ensure transparency and alignment: Facilitate clear communication across all stakeholders, providing regular status updates and surfacing issues early so there are no surprises. You’ll also occasionally interface with customer teams to align on schedules or deliverables.

• Continually improve processes: Apply data-driven insights and lessons learned from each deployment to refine our playbooks and processes, ensuring we scale our customer implementations efficiently with high standards of quality.

Your background looks something like this

• 5+ years of experience as a program or project manager, ideally in the software-as-a-service (SaaS) industry
• Strong understanding of enterprise software delivery and experience driving successful customer implementations.
• Excellent project management skills — able to manage multiple complex builds simultaneously, prioritize effectively, and deliver on schedule.
• Exceptional communication and interpersonal skills, with the ability to build trust and coordinate across engineering, product, and customer teams.
• Analytical and structured thinker with the ability to identify and mitigate risks, resolve issues quickly, and make data-informed decisions.
• Technical acumen in the form of understanding technical concepts like APIs, integrations, or data flows, and can translate between technical and business audiences.
• Thrives in a fast-paced, dynamic environment, balancing multiple implementations while maintaining a high standard of quality and accountability.

Even better

• Hands-on AI/LLM experience: Exposure to conversational AI or large language models – for example, you’ve built side projects or shipped features with LLMs.
• Customer-facing implementation expertise: Prior experience in a high-ownership, customer-facing role such as solutions architect or implementations lead, where you drove a project from pre-sales through post-launch.

Benefits

• Medical, dental, and vision benefits
• Take what you need vacation policy
• Daily lunches, dinners and snacks in the office to keep you at your best