Manager, AI Deployment Strategists Team

About Assembled
Assembled builds the infrastructure that underpins exceptional customer support, empowering companies like CashApp, Etsy, and Robinhood to deliver faster, better service at scale. With solutions for workforce management, BPO collaboration, and AI-powered issue resolution, Assembled simplifies the complexities of modern support operations by uniting in-house, outsourced, and AI-powered agents in a single operating system. Backed by $70M in funding from NEA, Emergence Capital, and Stripe, and driven by a team of experts passionate about problem-solving, we're at the forefront of support operations technology.

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 customer support teams to bring this promise to life: launching and scaling amazing AI + Human experiences on the phone, over email, and in chat and SMS.

The Team
Our growing team of AI Deployment Strategists straddles customer success and strategic AI consulting and works in close partnership with our AI Products team. 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.

Learn More About The AI Products Team

• A deep dive into the day to day life of the team
• Our CTO John's take on building out the team
• A technical article on how the team pioneered new LLM evaluation techniques

The Role
As the Manager of the AI Deployment Strategists, you will scale and lead a world-class team that marries strategic customer relationship management with cutting-edge applied AI expertise to drive meaningful customer value with AI. You'll hire, coach, and develop AI Deployment Strategists in SF and NY, managing capacity, staffing, and strategy to wow in pilots and grow an already effusive customer fan base.

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. You'll handle the most complex escalations, develop the team's capabilities, and drive the evolution of our deployment playbook—defining what world-class looks like when human and AI agents work together.

Unlike traditional one-and-done deployment models, AI workflows are always expanding. You'll define how to bring the right expertise in at the right phases, orchestrating resources across pre-sales, implementation, optimization, and expansion. We differentiate on teaching and supporting our customers—not building dependency on forward deployed engineers—and you'll instill this philosophy across your team.

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

Responsibilities

• Team Leadership & Development: Build, hire, and coach a team of 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.
• Strategic Escalation Management: 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.
• Playbook Development & Scaling: 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, creating repeatable processes that maintain quality as we grow.
• Cross-Functional Partnership: Collaborate closely with Sales, Product, Engineering, and Customer Success leadership 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.
• Customer Success Metrics: 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.

About You

• 8+ years in customer success, professional services, and/or strategic consulting with at least 2+ years leading high-performing teams. Experience scaling teams at fast-growing enterprise SaaS companies.
• People Leader: Proven ability to hire, develop, and retain top talent. Experience coaching team members through complex customer situations and technical challenges. Builds 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.
• Technical Depth: Bring a strong enough technical foundation and personal experience with AI to understand the evolving strengths and limits of AI and guide team members through complex implementations. While you don't need to code, you've likely 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.
• 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.

Our U.S. Benefits

• 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