# Manager, CX AI Strategy

**Company**: Brex
**Location**: San Francisco, California
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $141,928 - $177,410
**Category**: Sales
**Industry**: Finance

**Apply**: https://job-boards.greenhouse.io/brex/jobs/8615155002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_c39b7f39-262

## 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.

- 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.

## Skills

### Required
- AI operations
- CX strategy
- product operations
- team management
- analytical skills
- technical fluency

### 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 or agent-assist systems

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/brex/jobs/8615155002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)