Manager, CX AI Strategy

📋 Description

• Lead the CX Strategy team and set priorities aligned to CX and company goals.
• Drive CX metrics: resolution rate, CSAT, quality, time-to-resolution, escalation rates, and more.
• Own the CX AI roadmap from discovery to implementation; prioritize AI for efficiency and experience.
• Collaborate with Systems and Engineering to optimize AI performance across channels (chat, voice
• Build and deploy internal AI tools to boost CX team productivity (agent-assist, real-time guidance

🎯 Requirements

• 4+ years in CX strategy, AI operations, product operations, or related field at tech/fintech pace.
• 1+ years managing or developing a team of 4+ ICs with measurable results.
• Proven ownership of AI/automation initiatives in a support environment with outcomes.
• Product-minded with ability to write requirements, configure platforms, and partner with
• Strong analytical skills with data-driven decision making; comfortable with AI performance metrics.
• Technical fluency with AI-enabled CX platforms and collaboration with Eng/Product for scalable

🎁 Benefits

• Hybrid work in Sao Paulo with three in-office days per week (Mon/Wed/Thu).
• Up to four weeks per year of fully remote work.