Manager, CX AI Strategy

📋 Description

• Lead the CX Strategy team; set direction aligned to CX and company goals.
• Drive key CX metrics: resolution rate, CSAT, quality, time-to-resolution.
• Own the CX AI roadmap from discovery to implementation; prioritize AI impact.
• Build internal AI tools to boost CX productivity (agent-assist, guidance, QA).
• Define AI performance standards; partner with Product and Engineering to shape the roadmap.
• Ship and iterate systems to make Brex’s CX the best in the industry.

🎯 Requirements

• 4+ years in CX strategy, AI ops, or product ops at tech/fintech.
• 1+ years leading a team of 4+ ICs with track record.
• Proven experience owning AI/automation initiatives in support with measurable outcomes.
• Product-minded builder; writes requirements, configures platforms, ships with Eng.
• Strong analytical skills: analyze conversations, drivers, and AI metrics.
• Technical fluency with AI-enabled CX platforms; able to ship or partner with Eng.

🎁 Benefits

• Hybrid work in Seattle: 3 in-office days per week plus remote weeks.
• Up to four weeks per year of fully remote work.
• Opportunity to influence AI-powered CX strategy across Brex.
• Collaborative fintech environment with cross-functional teams.
• Competitive compensation and equity package.