Manager, CX AI Strategy @Brex

Overview

Brex is looking for an experienced AI operator & leader to own the strategy and execution of AI-powered customer experience. This role will be based in a hybrid environment, combining in-office work with remote flexibility.

Key Responsibilities

• Lead the CX Strategy team, setting direction and aligning priorities to customer experience and company goals.
• Monitor performance metrics like resolution rate, CSAT, quality, and resolution time, driving improvements as needed.
• Own the CX AI roadmap, focusing on efficiency and customer experience enhancements.
• Collaborate with Systems and Engineering to improve CX AI performance.
• Define standards for AI-augmented customer experience at Brex.
• Develop and deploy internal AI tools for the CX team to improve speed and accuracy.
• Measure the impact of internal AI adoption on productivity and resolution times.
• Partner cross-functionally to scope, build, and launch AI improvements.
• Drive internal AI adoption and prepare the CX team to work effectively alongside AI.
• Communicate AI performance and strategies to leadership and stakeholders.

Requirements

• 4+ years in CX strategy or AI operations, ideally within a tech or fintech environment.
• 1+ years managing or developing a team of 4+ ICs.
• Proven experience owning and improving AI initiatives in support environments.
• Strong analytical skills, with the ability to make data-driven decisions.
• Technical fluency with AI-enabled CX platforms.
• Excellent communication skills, able to translate complex data into clear narratives.
• Demonstrated cross-functional collaboration skills.

Benefits

• Hybrid work environment with flexibility for remote work.
• Up to four weeks of fully remote work per year.

Location

This role will be based in the United States, specifically in San Francisco.

How to Apply

Please apply through the provided application link.