Head of AI Deployments, Assembled
$210-270k
+ Stock options
3+ days a week in office
Customer support workforce management platform
Job no longer available
Customer support workforce management platform
101-200 employees
Job no longer available
$210-270k
+ Stock options
3+ days a week in office
101-200 employees
Company mission
To elevate customer support through AI-powered software that makes life easier for customers and employees.
Role
Who you are
- 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
- 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
What the job involves
- 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
- You use data and customer insights to continuously improve team performance
Our take
Assembled's platform helps companies manage and scale their customer support services. Customer service management is just one of the many areas that are being overhauled by digital transformation. Assembled helps streamline cumbersome and error-prone customer support processes - such as planning support rosters, forecasting demand, and evaluating team performance.
Assembled already counts companies like Zoom, GoFundMe and Stripe on its customer books, and finds huge opportunity in key industries like eCommerce and food deliveries that have been seeing massive digital overhauls. Having received significant investment, the company seems set on continued growth, with funds cited to support product development as well as help launch its CX Scholars initiative, that will commit a percentage of revenue to continuing education for support workers.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
May 2022
$51m
SERIES B
Mar 2021
$16.6m
SERIES A
Total funding: $70.7m
Company benefits
- Competitive compensation and equity: All Assemblers are encouraged to act like owners. We’re building the best team, and our compensation packages reflect that.
- Comprehensive insurance and 401(k): Between our 401(k) plan and coverage for health, dental, vision, and more, Assemblers don’t have to worry about the future.
- Employment sponsorship opportunities: We proudly sponsor employment visas for candidates who require visa sponsorship to work in the United States.
- Stipends for wellness and development: Assemblers get monthly stipends for things like gym memberships and continued learning and development.
- Flexible work arrangements: We love to see each other in person but we also like options. Remote employees get a one-time credit to improve their home office.
- Office perks: Coming into the office has its perks, like catered lunches 5× per week, hanging out with our awesome teammates (and their dogs!), and the good snacks.
Company HQ
Mission District, San Francisco, CA
Leadership
Ryan Wang
(Co-Founder & CEO)Previously, Ryan was a Software Engineer at Stripe for nearly 4 years. Prior to that, he was a Senior Consultant at The Greatest Good.
John Wang
(Co-Founder & CTO)Previously, John co-founded Zinc.io where he served as the Chief Engineer for 4 years. He also worked at a Software Engineer at Stripe, 37signals, and Palantir Technologies.
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