Head of AI Deployments

About Assembled

Great customer support requires human agents and AI in perfect balance, and Assembled is the only unified platform that orchestrates both panies like Canva, Etsy, and Robinhood use Assembled to coordinate their entire support operation — in-house agents, BPOs, and AI — in a single operating system. With AI Agents that resolve cases end-to-end, AI Copilot for agent assistance, and AI-powered workforce management that optimizes both human and AI capacity, Assembled helps teams deliver faster, better service while making smarter decisions about how to staff and automate.

Backed by $70M from NEA, Emergence Capital, and Stripe, we're building the platform that makes AI and human collaboration actually work.

Assembled has a unique approach to AI: we create powerful AI agents for every channel that work seamlessly in concert with humans to deliver exceptional customer support experiences. In this role, you'll lead a team that is both strategic and technical, working closely with the world's best brands to bring this promise to life: launching and scaling cutting-edge AI + Human experiences that delight customers.

Our growing team of AI Deployment Strategists is based in both SF and NY. This group leads our customers through their AI journey to value. The work is a blend of strategic AI consulting, sales, customer success, and technical. They work closely with our AI Products team, representing customer needs and opportunities.

As the Head of AI Deployments, you will scale and lead this world-class team to drive meaningful customer value with AI. You'll hire, coach, and develop AI Deployment Strategists. You will manage capacity and assignments, but your strategic perspective and instincts around how to win will be your most critical asset in this role.

You will be critical in pre-sales, helping prospects understand our approach and build confidence in their path to success. You will ensure projects get to value quickly, helping the team spot strategic opportunities, bringing in and aligning key stakeholders, and knowing when to adjust plans.

Our AI products win against leading competitors both through product excellence and exceptional partnership and understanding of support. With each deployment, you and your team will be writing and honing the AI playbook for support teams who know that AI isn't set-it-and-forget-it and who care about having their hands in the experience and systems. The work is more as a guide teaching people where and how to fish, not forward-deployed engineers who will leave customers high and dry when needs evolve after they're gone.

This is an excellent opportunity to shape how we scale AI products, working directly with our founders and executives to influence our company's trajectory and transform support jobs across the industry.

• Strategic sales and success: ensure each AI deployment has a path to success that will work for the customer and meet their business needs.

• Team leadership and development: build, hire, and coach a team of AI Deployment Strategists on both coasts. Develop team members through regular feedback and support, create career development paths, and foster a culture of innovation and continuous learning. Manage capacity planning and resource allocation to ensure the team can scale with customer demand.

• Prevent and solve issues: serve as the point of contact for complex customer situations, handling escalations that require senior leadership engagement. Navigate challenging conversations with C-suite stakeholders and turn difficult situations into opportunities to strengthen relationships and demonstrate value.

• Develop and scale the playbook: drive the creation and evolution of deployment best practices as AI products mature. Define what world‑class looks like for support teams coordinating human and AI agents – focusing on resolutions and experiences over simple containment metrics. Document and scale what works for the team and for when and how to pull in others, creating repeatable processes that maintain quality as we grow.

• Cross‑functional partnership: collaborate closely with Sales, Product, Engineering, and…