Strava
Tech / AI / Software
Manager,CXAIStrategy
Neural analysis suggests this role is
optimal for Mid candidates.
“Manager, CX AI Strategy at Strava. Skills: CX AI Strategy, AI and automation implementation, people management, cross-functional collaboration, data analysis for CX improvement. driving the strategy, execution and ongoing improvement of all things AI, automation and self-serve within Customer Experience. using AI to provide the best support to our customers”
Industry & Context.
identify friction points in the athlete journey; advocating directly for product improvements; dig into customer conversation data to identify contact drivers (e.g., identifying top inbound categories and audiences) and lead strategies to reduce these; analyze key conversation data to prioritize and optimize AI initiatives for impact; turning raw insights into smart solutions
What They're Looking For.
Must Have
4+ years of experience working at the intersection of CX and technology, at least 2 years of people management experience, proven success owning and executing AI or automation initiatives within a support environment, technical fluency with AI-enabled CX tools like Decagon, Intercom Fin, Zendesk AI, Zapier, experience implementing self-serve systems, including help center content, bot workflows, and trigger-based automations, sharp analytical mind, exceptional written and verbal communication skills, proven track record of cross-functional collaboration, sense of ownership
Nice to Have
Startup or scale-up experience bonus points for leading chatbot implementations in CX
What You'll Do.
execution and ongoing improvement of all things AI
automation and self-serve within Customer Experience
using AI to provide the best support to our customers
enabling our customer experience teams to work more effectively
proactive resolve customer issues
simplify support workflows
drive impact across the business
lead and develop a team of CX agents focused on knowledge management
and automated opportunity pathway (AOP) building for deflection
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
and content output to ensure the team's work directly contributes to deflection and resolution goals
dig into customer conversation data to identify contact drivers and lead strategies to reduce these
review the most common questions and automate these within Intercom
analyze key conversation data to prioritize and optimize AI initiatives for impact
define and track AI metrics
establish clear KPIs around AI success across productivity
evaluate these metrics and drawing insights to iterate on goals
communicate these results / insights clearly across CX
and company leadership
own our AI roadmap — from opportunity discovery through to implementation and iteration
prioritize where automation can improve efficiency and experience
work with the broader CX team
and Engineering to deliver it
operationalize AI tooling across the CX org
design and deploy internal and external tools to improve response times
increase self-service / knowledge transfer
and boost team productivity in a scalable manner
monitor emerging AI and automation tools
and keep us at the cutting edge of customer support innovation
champion internal adoption
act as an internal advocate for AI adoption — equipping teams with the tools
and confidence to use automation effectively
How You'll Work.
Team & Collaboration
work cross-functionally to step change our customer support and help our users get better answers quicker; work closely 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; work with the broader CX team, Product, and Engineering to deliver it; work across CX, Product, Engineering, and Knowledge teams to drive customer-centric improvements
Communication Scope
exceptional written and verbal communication skills; ability to clearly articulate strategy; persuade stakeholders; write with simplicity and clarity; communicating these results / insights clearly across CX, Product, and company leadership
Process & Methodology
Own our AI roadmap — from opportunity discovery through to implementation and iteration, prioritize where automation can improve efficiency and experience
Full Job Description
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 automated opportunity pathway (AOP) building for deflection. You'll set direction, manage workload and priorities, and c
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