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Manager, CX AI Strategy
Full-time
About the Role
Brex is looking for an experienced AI operator and leader to own the strategy and execution of AI-powered customer experience. You will lead the team responsible for Brex's AI customer service platform, optimizing instruction sets, driving quality, and expanding AI across chat, voice, and email. You will also build and deploy AI-powered internal tools that give Brex's CX team a measurable productivity edge, from agent-assist and real-time guidance to QA automation and workflow tooling. This is not a research or strategy-deck role: you will build, ship, and iterate on systems.
Responsibilities
Lead the CX Strategy team, setting direction, developing team members, and aligning priorities to CX and company goals.
Drive performance metrics with CX leaders: resolution rate, CSAT, quality, resolution time, and escalation rates.
Own the CX AI roadmap from opportunity discovery through implementation, sequencing investments that compound over time.
Define the standard for an AI-augmented CX team: how AI agents and human operators divide work and where handoffs happen.
Own development and deployment of internal AI tools, including agent-assist, real-time guidance, QA automation, and workflow automations.
Partner with Engineering, Data, and Product Ops to build the AI infrastructure underneath these tools.
Measure internal AI adoption and impact: agent productivity, time-to-resolution, QA automation rates, and coaching effectiveness.
Requirements
4+ years in CX strategy, AI operations, product operations, or a related function, ideally in a fast-paced tech or fintech environment.
1+ years managing or developing a team of 4+ ICs with a track record of setting direction and delivering results.
Proven experience owning and improving AI or automation initiatives in a support environment, with measurable outcomes.
Product-minded builder: comfortable writing a requirements doc, configuring a platform, and partnering with Engineering to ship net-new.
Strong analytical skills across conversation data, contact driver analysis, and AI performance metrics.
Technical fluency with AI-enabled CX platforms and the ability to make automation work at scale.
Bonus Points
Hands-on experience with Sierra or comparable AI voice/chat/email platforms in a customer-facing environment.
Background in fintech, financial services, or enterprise SaaS.
Experience building or owning QA and eval frameworks for AI systems.
Experience building internal productivity tooling or agent-assist systems.
