Manager, CX AI Strategy

Strava•San Francisco, CA

7d•Hybrid

About The Position

Strava is seeking its first CX AI Strategist to drive the strategy, execution, and ongoing improvement of AI, automation, and self-serve initiatives within Customer Experience. This role will leverage AI to enhance customer support, enable customer experience teams to work more effectively, proactively resolve issues, simplify support workflows, and drive business impact. The strategist will collaborate cross-functionally to advance customer support and help users get answers faster, while building a best-in-class, AI-leading CX team. Strava operates on a flexible hybrid model, requiring more than half of the time on-site in their San Francisco, CA office (three days per week).

Requirements

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.
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.
Proven success owning and executing AI or automation initiatives within a support environment — from opportunity analysis through rollout and iteration with measurable results.
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.
Experience implementing self-serve systems, including help center content, bot workflows, and trigger-based automations.
Sharp analytical mind — excited by digging into inbound trends, tagging, and AI performance metrics, and turning raw insights into smart solutions.
Exceptional written and verbal communication skills, with the ability to clearly articulate strategy, persuade stakeholders, and write with simplicity and clarity.
Proven track record of cross-functional collaboration, working across CX, Product, Engineering, and Knowledge teams to drive customer-centric improvements.
Strong sense of ownership — comfortable being the go-to person for all things automation and can lead independently in a fast-moving environment.

Nice To Haves

Startup or scale-up experience preferred
Bonus points for leading chatbot implementations in CX

Responsibilities

Lead and develop a team of CX agents focused on knowledge management, content creation, and automated opportunity pathway (AOP) building for deflection. 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.
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 by digging into customer conversation data to identify contact drivers and lead strategies to reduce them.
Review common questions and automate them within Intercom, in collaboration with product and tech teams.
Analyze key conversation data to prioritize and optimize AI initiatives for impact.
Define and track AI metrics, establishing clear KPIs around AI success across productivity, quality, coaching, and impact metrics.
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 the AI roadmap — from opportunity discovery through to implementation and iteration.
Prioritize where automation can improve efficiency and experience, and work with the broader CX team, Product, and Engineering to deliver it.
Operationalize AI tooling across the CX org by designing and deploying 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 within Knowledge Management and Product to ensure help content is updated, product gaps are flagged, and the voice/tone stay aligned.
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 by monitoring emerging AI and automation tools, running pilots, and keeping the company at the cutting edge of customer support innovation.
Champion internal adoption by acting as an internal advocate for AI adoption — equipping teams with the tools, training, and confidence to use automation effectively.