Manager, CX AI Strategy

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.

Responsibilities:

• Lead the CX Strategy team, setting direction, developing team members, and aligning priorities to CX and company goals.
• Collaborate with CX leaders to drive performance metrics: resolution rate, CSAT, quality, resolution time, escalation rates, etc.
• Own the CX AI roadmap from opportunity discovery through implementation , prioritize where AI can improve efficiency and customer experience, and sequence investments that compound over time.
• Collaborate with Systems and Engineering to drive CX AI performance , instruction set optimization, channel expansion (chat, voice, email), containment quality, and escalation handling, etc.

Internal AI tools and team productivity:

• Define the standard for what an AI-augmented CX team looks like at Brex: how AI agents and human operators divide and conquer, where handoffs happen, and how to maintain customer experience quality as automation scales.
• Own the development and deployment of internal AI tools that make Brex's CX team faster, more accurate, and more consistent , including agent-assist tooling, real-time guidance systems, QA automation, and workflow-level automations.
• Partner with Engineering, Data, and Product Ops to build and maintain the AI infrastructure underneath these tools , knowledge reliability, shared workflows, and feedback loops that improve both customer-facing and internal AI systems over time.

Cross-functional and leadership:

• Partner cross-functionally with CX Leadership, Strategy and Enablement, Product, Engineering, and Data to scope, build, and launch AI improvements.
• Drive internal AI adoption , ensure the CX team is equipped with the training, workflows, and confidence to work alongside AI effectively.
• Communicate AI performance and strategy to CX leadership and executive stakeholders; translate data into clear narratives that drive decisions.

Requirements:

• 4+ years in CX strategy, AI operations, product operations, or a related function at the intersection of technology and customer experience , 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, developing people, and delivering results.
• Proven experience owning and improving AI or automation initiatives in a support environment , from opportunity analysis through rollout and iteration, with measurable outcomes.