Assembled · 3 days ago
Head of AI Deployments
New York, NY
Full-time
Hybrid
Director/Executive
8+ years expAssembled is a unified platform that orchestrates human agents and AI for customer support. The Head of AI Deployments will lead a team to drive customer value with AI, ensuring successful deployments and guiding strategic initiatives.
Customer ServiceInformation TechnologySchedulingSoftware
Responsibilities
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
Qualification
Required
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 alongside 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
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
H1B Sponsorship
Assembled has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (4)
2023 (4)
2022 (2)
2021 (1)
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
Company data provided by crunchbase