Manager, CX AI Strategy

What You’ll Do: Lead and develop a team of CX agents focused on knowledge management, content creation, and automated opportunity pathway (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 hands‑on exposure to AI tooling in customer‑facing environments. Startup or scale‑up experience preferred; bonus points for leading chatbot implementations in CX. 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. For information on benefits, please click here. Equal Employment Opportunity 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. California Consumer Protection Act Applicant Notice #J-18808-Ljbffr Strava