Digital Strategy Manager

United States

At MNTN, we put our people first, full stop. This allows our company culture to be defined by our team members and their shared values, like trust, ambition, quality, radical honesty, and compassionate leadership. It’s why we all really love working for the Hardest Working Software in Television™ (and also why we were named one of Ad Age’s Best Places To Work in 2026.)

We pride ourselves on bringing unrivaled performance and simplicity to Connected TV advertising. Our self-serve technology makes running TV ads as easy as search and social, helping brands drive measurable conversions, revenue, site visits, and more. You can learn more about us and everything we do by visiting  .

We’re committed to innovation that empowers, not replaces. At MNTN, AI is a tool for growth, enhancing efficiency while keeping a people-first approach. Our goal is to streamline workflows and drive new solutions—without compromising the human element that makes our company great.

So if wanting to do more, own more, and make a bigger impact comes naturally to you, then you may be the person we're looking for to join us in our next stage of growth.

This role sets the standard for a high-value support experience and makes support a leading indicator of customer health across MNTN.

As the Digital Strategy Manager
- Support Experience
, you will find out why customers contact us and how they feel, design and automate the conversations that resolve their problems, and build the connection to Product and Engineering so issues are caught early and fixed at the source. MNTN already has a sophisticated support structure in Intercom. This role takes it to the next level, making support a strategic advantage for the business.

You will focus on what moves the business most: clear priorities, owners and dates, and metrics that show impact on customer experience, efficiency, and retention, such as AI deflection, human support demand, and CSAT. You bring a point of view on how support should work and the agency to make decisions.

• Build the Support Insights Program: Make support MNTN's clearest source of customer truth: turn conversations and sentiment into priorities ranked by customer pain for Product, Engineering, Support leadership, and the business, and track what changes as a result.
• Drive Customer Satisfaction: Own CSAT and every lever that moves it, and design how we learn from customers across the support experience, partnering with key stakeholders across Revenue, Platform Experience, and Engineering.
• Design the Support Conversation
  
  Experience:
  
  Design conversations with an instinct for the customer: automate what AI can resolve accurately, bring in a person fast when it can't, and keep expanding what AI handles through data connectors built with Engineering.
• Establish Proactive Issue Detection: Build the foundation that connects support and Engineering on bugs: the tooling, workflows, and escalation paths that use customer sentiment as an early-warning signal, and let us report on time to resolve.
• Standardize Support Health Metrics and Reporting: Own support health across all products so Support leaders and product lines work from the same numbers.
• Collaborate with Support Leaders on Problems and Solutions: Diagnose team problems and inefficiencies, decide on the right-sized solution, and prioritize the work by impact and effort.
• Partner with Content on AI Response Efficacy: Work with Content whenever AI response efficacy is affected, and build customer responses and AI guidance that supplement content where applicable.
• Prioritize for Business Impact: Recommend the highest-impact, highest-value deployments, then deliver the ones that move AI deflection, human support demand, CSAT, and AI agent CX…