# Manager, CX AI Strategy

**Company**: Brex
**Location**: Vancouver, British Columbia
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $120,800 - $151,000
**Category**: Operations
**Industry**: Finance

**Apply**: https://job-boards.greenhouse.io/brex/jobs/8615158002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_106f466e-8fb

## Description

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.

## Skills

### Required
- AI operations
- CX strategy
- product operations
- team management
- AI performance metrics
- instruction set optimization
- channel expansion
- containment quality
- escalation handling
- agent-assist tooling
- real-time guidance systems
- QA automation
- workflow-level automations

### Nice to have
- Sierra or comparable AI voice/chat/email platforms
- fintech
- financial services
- enterprise SaaS
- QA and eval frameworks for AI systems
- internal productivity tooling
- agent-assist systems
- product knowledge infrastructure

---

Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/brex/jobs/8615158002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)