Location requirements
Great customer support requires human agents and AI in perfect balance, and Assembled is the only unified platform that orchestrates both at scale. Companies 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 Customer Success to align on customer outcomes, product roadmap priorities, and go-to-market strategy. Channel team insights and customer feedback to shape product direction and enhance our AI offerings.
Operational excellence: design and implement team processes that balance quality with velocity. Define when different skill sets are needed across the customer lifecycle (pre-sales, implementation, optimization, expansion) and orchestrate resources accordingly. Build systems that allow the team to scale efficiently without sacrificing the strategic, consultative approach that differentiates Assembled. Own team performance against key metrics including pilot/POC win rates, time-to-value, customer satisfaction, AI deployment quality scores, and expansion NRR. Use data to drive continuous improvement and demonstrate the business impact of world-class deployment strategy.
This role requires a unique balance: you'll need strategic customer leadership and business savvy combined with enough technical depth to guide your team as they help customers adopt rapidly developing AI products to meet their goals.
8+ years in customer success, professional services, and/or strategic consulting with at least 2+ years managing high-performing teams.
Enterprise SaaS experience: you've seen what good looks like in fast-growing enterprise SaaS companies.
Talent magnet: proven ability to hire, develop, and retain top talent. Experience coaching team members through complex customer situations and technical challenges. You build psychologically safe teams where people push boundaries and innovate without fear of failure.
Strategic operator: balance strategic vision suitable for the C-Suite with operational execution working along side teams doing the heavy lifting. You can zoom out to define team direction and playbooks, then zoom in to diagnose why a specific deployment isn't working. You use data and customer insights to continuously improve team performance.
AI-savvy: you have technical literacy and both curiosity and personal experience using AI that will help you quickly understand evolving strengths and limits to guide team members. While you don't need to code, you've likely vibe coded something and spent a lot of time working with AI already.
Builder mentality: You thrive in ambiguity and rapidly changing environments. You're comfortable building processes and playbooks from scratch, then evolving them as the product and market mature. You bring an entrepreneurial spirit with a bias toward action and experimentation. You're definitely not afraid to roll up your sleeves and help.
Collaborative leader: You work seamlessly across functions to align on shared goals. You have always built strong relationships with Product, Engineering, Sales, and CS leaders and created feedback loops that make the entire company smarter about customer needs.
Excited to work in person in our office in SF or NY office most days.
Generous medical, dental, and vision benefits
Paid company holidays, sick time, and unlimited time off
Monthly credits to spend on each: professional development, general wellness, Assembled customers, and commuting
Paid parental leave
Hybrid work model with catered lunches everyday (M-F), snacks, and beverages in our SF & NY offices
401(k) plan enrollment
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A modern workforce management platform built to scale great customer support. We help teams forecast support demand, manage team schedules, and uncover insights to improve their support operations.
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