Manager, CX AI Strategy

CX AI Strategist

Strava is the app for active people. With over 180 million athletes in more than 185 countries, it's more than tracking workouts—it's where people make progress together, from new habits to new personal bests. No matter your sport or how you track it, Strava's got you covered. Find your crew, crush your goals, and make every effort count. Start your journey with Strava today.

Our mission is simple: to motivate people to live their best active lives. We believe in the power of movement to connect and drive people forward.

At Strava, our Customer Experience team is the connective tissue between our product and the millions of athletes who depend on it every day. We ensure every athlete feels heard and valued and our work goes far beyond resolving issues. By surfacing data-driven insights, identifying friction points in the athlete journey, and advocating directly for product improvements, the CX team plays a meaningful role in shaping how Strava grows and gets better for everyone.

As our first CX AI Strategist, you'll be responsible for driving the strategy, execution and ongoing improvement of all things AI, automation and self-serve within Customer Experience. You'll use AI to provide the best support to our customers and enable our customer experience teams to work more effectively, proactive resolve customer issues, simplify support workflows, and drive impact across the business. You'll work cross-functionally to step change our customer support and help our users get better answers quicker — all while building a best-in-class, AI-leading CX team.

We follow a flexible hybrid model that translates to more than half of your time on-site in our San Francisco, CA office — three days per week.

What You'll Do:

• Lead and develop a team of CX agents focused on knowledge management, content creation, and agent operating procedure (AOP) building for deflection. You'll set direction, manage workload and priorities, and coach agents to produce high-quality help content, structured knowledge bases, and automated flows that reduce inbound contact volume. You'll create feedback loops between agent insights, conversation data, and content output to ensure the team's work directly contributes to deflection and resolution goals.

• Use data to guide decision-making. You'll dig into customer conversation data to identify contact drivers (e.g., identifying top inbound categories and audiences) and lead strategies to reduce these. You'll review the most common questions and automate these within Intercom, in collaboration with our product and tech teams. You'll analyze key conversation data to prioritize and optimize AI initiatives for impact.

• Define and track AI metrics. You'll establish clear KPIs around AI success across productivity, quality, coaching, and impact metrics. These include (but are not limited to) AI involvement rate, AI resolution rate, AI deflection rate, AI CSAT, AI quality assurance, AI triaging quality assurance, first response time, resolution time, etc. You'll be responsible for evaluating these metrics and drawing insights to iterate on goals, processes, and priorities, as well as communicating these results / insights clearly across CX, Product, and company leadership.

• Own our AI roadmap — from opportunity discovery through to implementation and iteration. You'll prioritize where automation can improve efficiency and experience, and work with the broader CX team, Product, and Engineering to deliver it. You'll be at the forefront of leveraging AI for a stronger CX team.

• Operationalize AI tooling across the CX org. You'll design and deploy internal and external tools (e.g., Decagon, Intercom's Copilot) to improve response times, increase self-service / knowledge transfer, and boost team productivity in a scalable manner.

• Collaborate cross-functionally. You'll work closely within Knowledge Management and Product to ensure help content is updated, product gaps are flagged, and the voice/tone stay aligned. You'll collaborate with Tech teams to build out and integrate bespoke AI solutions to help increase CX team productivity and decrease contact rate.

• Stay one step ahead. You'll monitor emerging AI and automation tools, run pilots, and keep us at the cutting edge of customer support innovation — without compromising empathy or quality.

• Champion internal adoption. Act as an internal advocate for AI adoption — equipping teams with the tools, training, and confidence to use automation effectively.

What You'll Bring to the Team:

• 4+ years of experience working at the intersection of CX and technology — whether in product, strategy consulting, or engineering roles — with direct, hands-on experience building, developing, or maintaining a chatbot in a customer-facing environment (Intercom Fin or Decagon experience strongly preferred). You have a proven track record leading deflection and efficiency initiatives that delivered measurable results. Startup or scale-up experience preferred.

• You have at least 2 years of people management experience, with a track record of leading, developing, and motivating small teams — ideally within a CX, operations, or knowledge function. You're comfortable setting clear expectations, managing performance, and fostering a culture of quality and continuous improvement.

• You have proven success owning and executing AI or automation initiatives within a support environment — from opportunity analysis through rollout and iteration with measurable results.

• You have a strong technical fluency with AI-enabled CX tools like Decagon, Intercom Fin, Zendesk AI, Zapier — and can partner confidently with engineering, product, or data teams to make automation work at scale. You also have experience implementing self-serve systems, including help center content, bot workflows, and trigger-based automations.

• You have a sharp analytical mind — you're excited by digging into inbound trends, tagging, and AI performance metrics, and turning raw insights into smart solutions.

• You have exceptional written and verbal communication skills, with the ability to clearly articulate strategy, persuade stakeholders, and write with simplicity and clarity.

• You have a proven track record of cross-functional collaboration, working across CX, Product, Engineering, and Knowledge teams to drive customer-centric improvements.

• You have a strong sense of ownership — you're comfortable being the go-to person for all things automation and can lead independently in a fast-moving environment.

Why Join Us?

Movement brings us together. At Strava, we're building the world's largest community of active people, helping them stay motivated and achieve their goals.

Our global team is passionate about making movement fun, meaningful, and accessible to everyone. Whether you're shaping the technology, growing our community, or driving innovation, your work at Strava makes an impact.

When you join Strava, you're not just joining a company—you're joining a movement. If you're ready to bring your energy, ideas, and drive, let's build something incredible together.

Strava builds software that makes the best part of our athletes' days even better. Just as we're deeply committed to unlocking their potential, we're dedicated to providing a world-class, inclusive workplace where our employees can grow and thrive, too. We're backed by Sequoia Capital, TCV, Madrone Partners and Jackson Square Ventures, and we're expanding in order to exceed the needs of our growing community of global athletes. Our culture reflects our community. We are continuously striving to hire and engage teammates from all backgrounds, experiences and perspectives because we know we are a stronger team together.

Strava is an equal opportunity employer. In keeping with the values of Strava, we make all employment decisions including hiring, evaluation, termination, promotional and training opportunities, without regard to race, religion, color, sex, age, national origin, ancestry, sexual orientation, physical handicap, mental disability, medical condition, disability, gender or identity or expression, pregnancy or pregnancy-related condition, marital status, height and/or weight.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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