Technical Program Manager

Technical Program Manager

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.

Decagon's APM team turns enterprise commitments into durable customer outcomes. We own deployment execution, steady-state operations, and the operating system that lets delivery quality and velocity scale as our customer base and deal complexity grow.

Within the APM team, the Technical Program Manager (TPM) function helps drive end-to-end delivery of Decagon's most complex customer implementations — design partnerships, strategic deals, and enterprise go-lives — alongside the internal cross-functional programs that underpin enterprise readiness. We work across the company to ensure every deployment ships on time and at high quality. Most importantly, the TPM function builds the operational strategy and foundation that scales as Decagon grows.

This is a fully in-office role based in our San Francisco or New York office.

As a Technical Program Manager at Decagon, you will own delivery of our most complex customer deployments and drive the internal cross-functional programs that enable enterprise readiness. You will work across APM, Engineering, Product, Research, Security, Legal, and Go-to-Market to translate requirements into executable programs, manage dependencies across parallel work streams, and surface issues before they become blockers. As Decagon grows, you will be responsible for continuously improving our operational and internal functional excellence so we can scale seamlessly.

In this role, you will:

• Partner with a forward-deployed working team to drive operational excellence and program management for complex customer implementations end-to-end — aligning on scope, sequencing dependencies, managing risk, and ensuring no one is caught off-guard at handoffs or milestones; this includes design partnerships and strategic accounts where requirements are still taking shape
• Translate customer requirements and feedback into structured program plans — working with GTM and Product to prioritize the highest-impact asks, map them to delivery roadmaps, and track execution against committed timelines
• Drive internal cross-functional programs — model lifecycle management, security and compliance buildouts, external certifications — from kickoff through completion, aligning stakeholders and holding work streams accountable without direct authority over executing teams

• 4-6+ years of experience as a technical program manager or in product/engineering operations, with direct ownership of either complex enterprise deployments or large-scale internal cross-functional initiatives
• Track record running high-stakes customer implementations or feature builds at the design-partner or strategic-deal tier, where scope is ambiguous, requirements evolve mid-build, and the customer's success is tied directly to yours
• Demonstrated ability to drive programs without authority — an outcome-oriented but collaborative approach that unites teams around shared milestones and holds the work accountable end-to-end with influence
• Structured, rigorous approach to ambiguity — able to define program scope, sequence dependencies, surface blockers early, and keep multiple concurrent work streams moving without losing resolution
• Enough technical fluency to engage credibly with engineering teams — able to ask the right questions, pressure-test tradeoffs, and translate between technical and business contexts without going deep on…