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.
• Collaborate with Systems and Engineering to drive CX AI performance.
• Define the standard for what an AI-augmented CX team looks like at Brex.
• Own the development and deployment of internal AI tools that make Brex's CX team faster, more accurate, and more consistent.
• Partner with Engineering, Data, and Product Ops to build and maintain the AI infrastructure underneath these tools.
• Measure internal AI adoption and impact.
• Partner cross-functionally with CX Leadership, Strategy & Enablement, Product, Engineering, and Data to scope, build, and launch AI improvements.
• Drive internal AI adoption.
• Communicate AI performance and strategy to CX leadership and executive stakeholders.

Requirements:

• 4+ years in CX strategy, AI operations, product operations, or a related function at the intersection of technology and customer experience.
• 1+ years managing or developing a team of 4+ ICs.
• Proven experience owning and improving AI or automation initiatives in a support environment.
• Product-minded builder.
• Strong analytical skills.
• Technical fluency with AI-enabled CX platforms.
• Clear, direct communicator.
• Proven cross-functional collaboration skills.

The expected salary range for this role is $141,928 - $177,410.