🛠 Tech Stack

💼 About This Role

You'll lead the AI and automation strategy for Strava's Customer Experience team, driving self-service and AI tooling to improve support quality and efficiency. You'll own the AI roadmap, define metrics, and collaborate cross-functionally to reduce contact volume and enhance the athlete experience.

🎯 What You'll Do

• Lead a team of CX agents focused on knowledge management and automation.
• Analyze customer conversation data to identify contact drivers and reduce volume.
• Define and track AI metrics like resolution rate and deflection rate.
• Own the AI roadmap from opportunity discovery to implementation and iteration.

📋 Requirements

• 4+ years at the intersection of CX and technology with AI tooling exposure.
• 2+ years of people management experience in CX or operations.
• Proven success executing AI or automation initiatives in a support environment.
• Technical fluency with AI-enabled CX tools like Decagon or Intercom Fin.

✨ Nice to Have

• Startup or scale-up experience.
• Experience leading chatbot implementations in CX.

🎁 Benefits & Perks

• 💰 Equity offered.
• 💻 Hybrid model with 3 days per week in San Francisco office.

📨 Hiring Process

Estimated timeline: 2-3 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical/Strategy Interview· 60 min