Manager, CX AI Strategy

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 https://www.strava.com/subscription 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 fl