Manager, CX AI Strategy @Brex

Overview

Brex is seeking an experienced Manager for CX AI Strategy to lead the optimization and execution of AI-powered customer experience. This role involves managing the AI customer service platform and developing tools to enhance team productivity.

Key Responsibilities

• Lead the CX Strategy team, setting direction and aligning priorities to CX and company goals.
• Collaborate with CX leaders to drive performance metrics including resolution rate, CSAT, and quality.
• Own the CX AI roadmap from opportunity discovery through implementation.
• Define standards for AI-augmented CX and manage internal AI tools for productivity.
• Measure and track internal AI adoption and impact on team performance.
• Partner with cross-functional teams to scope, build, and launch AI improvements.
• Communicate AI performance and strategy to leadership.

Requirements

• 4+ years in CX strategy, AI operations, or related field.
• 1+ years managing a team of 4+ individuals.
• Proven experience in AI or automation initiatives in a support environment.
• Strong analytical skills and technical fluency with AI-enabled CX platforms.
• Excellent communication and cross-functional collaboration skills.

Benefits

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

Location

This role is based in Vancouver, Canada, with a hybrid work structure requiring three days in the office per week.

How to Apply

Submit your application through the Brex career page.

Deadline

No specific deadline mentioned.