Technical Program Manager

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 Team 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 implem [... source excerpt omitted ...] nal strategy and foundation that scales as Decagon grows. This is a fully in-office role based in our New York office. About the Role 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 workstreams, and surface issues before they become blockers. As Decagon grows, you will be responsible for continuously improving our operational and internal functional excellence s [... source excerpt omitted ...] 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 workstreams accountable without direct authority ov