Manager, CX AI Strategy @Brex

Overview

Brex is seeking a Manager for CX AI Strategy to lead the team responsible for Brex’s AI customer service platform. The role involves optimizing AI in customer experience and developing internal tools to improve team productivity.

Key Responsibilities

• Lead the CX Strategy team, aligning priorities with CX and company goals.
• Drive performance metrics such as resolution rate, CSAT, and quality.
• Own and prioritize the CX AI roadmap for efficiency and customer experience improvements.
• Collaborate with Systems and Engineering to enhance CX AI performance.
• Define standards for an AI-augmented CX team, ensuring quality as automation scales.
• Develop internal AI tools for increased speed and accuracy in the CX team.
• Measure internal AI adoption and impact on productivity and resolution times.
• Communicate AI performance and strategy to CX leadership and stakeholders.

Requirements

• 4+ years of experience in CX strategy or AI operations, preferably in tech or fintech.
• 1+ years of management experience with a team of 4+ ICs.
• Experience in owning AI or automation initiatives within a support environment.
• Strong analytical and technical skills with AI-enabled CX platforms.
• Excellent communication skills, able to convey data stories effectively.
• Proven collaboration skills across multiple functions including CX and Engineering.

Benefits

Brex offers competitive salaries and may provide equity and other compensation forms. The expected salary range for this role is $125,600 - $157,000, based on factors like location and experience.

Location

This is a hybrid role based in the United States, with a requirement for a minimum of three coordinated days in the office each week.

How to Apply

Interested candidates should apply via the company's career page or through official recruitment channels.