Manager, CX AI Strategy

Responsibilities

• 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.
• 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:
• 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, operati

Benefits

Additional Information

About Strava 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.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at strava? Share your experience