Manager, CX AI Strategy

About the Company

Brex is the intelligent finance platform that enables companies to spend smarter and move faster in more than 200 markets. By combining global corporate cards and banking with intuitive spend management, bill pay, and travel software, Brex enables founders and finance teams to accelerate operations, gain real-time visibility, and control spend effortlessly.

Responsibilities

• Lead the CX Strategy team, setting direction and aligning priorities to company goals
• Own the CX AI roadmap from opportunity discovery through implementation
• Collaborate with CX leaders to drive performance metrics like CSAT and resolution rates
• Define the standard for AI-augmented CX, including agent-assist and QA automation tools
• Partner with Engineering, Data, and Product to build and maintain AI infrastructure
• Communicate AI performance and strategy to executive stakeholders

Requirements

• 4+ years in CX strategy, AI operations, or product operations
• 1+ years managing a team of 4+ individual contributors
• Proven experience owning AI or automation initiatives in a support environment
• Strong analytical skills with ability to interpret conversation data and AI metrics
• Technical fluency with AI-enabled CX platforms
• Experience collaborating cross-functionally with Product and Engineering

Preferred Qualifications

• Hands-on experience with Sierra or comparable AI voice/chat/email platforms
• Background in fintech, financial services, or enterprise SaaS
• Experience building QA and evaluation frameworks for AI systems
• Experience building internal productivity tooling or agent-assist systems