Assembled · 2 months ago
Head of AI Deployments
San Francisco, CA; New York City, NY
Full-time
Hybrid
Director/Executive
$210K/yr - $270K/yr
8+ years expAssembled is a company that builds infrastructure for exceptional customer support, working with major brands like CashApp and Etsy. The Head of AI Deployments will lead a team focused on strategic customer relationship management and applied AI expertise to enhance customer value, while also managing complex escalations and developing deployment best practices.
Customer ServiceInformation TechnologySchedulingSoftware
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
Qualification
Required
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
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
Balance strategic vision suitable for the C-Suite with operational execution working alongside teams doing the heavy lifting
Ability to zoom out to define team direction and playbooks, then zoom in to diagnose why a specific deployment isn't working
Use data and customer insights to continuously improve team performance
Bring a strong enough technical foundation and personal experience with AI to understand the evolving strengths and limits of AI
Guide team members through complex implementations
Comfortable building processes and playbooks from scratch, then evolving them as the product and market mature
Bring an entrepreneurial spirit with a bias toward action and experimentation
Work seamlessly across functions to align on shared goals
Build strong relationships with Product, Engineering, Sales, and CS leaders
Create 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
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
Company
Assembled
Assembled is a workforce management platform that helps modern organizations scale customer support teams.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$70.7MKey Investors
New Enterprise AssociatesEmergence CapitalStripe
2022-05-26Series B· $51M
2021-03-11Series A· $16.6M
2020-03-11Seed· $3.1M
Leadership Team
Ryan Wang
Co-founder/CEO
John Wang
Cofounder and CTO
Recent News
2025-08-27
Talk Business & Politics
2024-05-20
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