Manager, CX AI Strategy

Why join usBrex 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. Brex’s AI-native automation and world-class service eliminate manual expense and accounting tasks for customers so they can focus on what matters most. Tens of thousands of the world's best companies run on Brex, including DoorDash, Coinbase, Robinhood, Zoom, Plaid, Reddit, and SeatGeek.Working at Brex allows you to push your limits, challenge the status quo, and collaborate with some of the brightest minds in the industry. We’re committed to building a diverse team and inclusive culture and believe your potential should only be limited by how big you can dream. We make this a reality by empowering you with the tools, resources, and support you need to grow your career.Customer Experience at BrexThe Customer Experience team is the connective tissue between Brex’s product and the companies that depend on it every day. We don’t just resolve issues — we surface insights, close feedback loops, and help shape the product roadmap. As Brex becomes an AI-native company, our CX organization leads that shift: building the systems, metrics, and workflows that let AI handle routine complexity while humans focus on judgment and relationships. We measure success not by tickets closed, but by customers who don’t need to contact us in the first place.What you’ll doBrex is looking for an experienced AI operator & leader to own the strategy and execution of AI-powered customer experience. You’ll lead the team responsible for Brex’s AI customer service platform — optimizing instruction sets, driving quality, and expanding AI across chat, voice, and email. You’ll also own the internal side of the equation: building and deploying AI-powered tools that give Brex’s CX team a measurable productivity edge — from agent-assist and real-time guidance to QA automation and workflow tooling. You’ll own the metrics that matter on both sides, define what “great” looks like for AI performance, and partner with Product and Engineering to shape the roadmap. This is not a research or strategy-deck role. You’ll build, ship, and iterate on systems that make Brex’s CX the best support on the planet — and lead the team that makes it happen.Where you’ll workThis role will be based in our New York office. We are a hybrid environment that combines the energy and connections of being in the office with the benefits and flexibility of working from home. We currently require a minimum of three coordinated days in the office per week, Monday, Wednesday and Thursday. As a perk, we also have up to four weeks per year of fully remote work!ResponsibilitiesCustomer-facingLead the CX Strategy team, setting direction, developing team members, and aligning priorities to CX and company goals.Collaborate with CX leaders to drive performance metrics: resolution rate, CSAT, quality, resolution time, escalation rates, etc. Monitor the results and drive improvement when targets aren’t met.Own the CX AI roadmap from opportunity discovery through implementation — prioritize where AI can improve efficiency and customer experience, and sequence investments that compound over time.Collaborate with Systems and Engineering to drive CX AI performance — instruction set optimization, channel expansion (chat, voice, email), containment quality, and escalation handling, etc.Internal AI tools & team productivityDefine the standard for what an AI-augmented CX team looks like at Brex: how AI agents and human operators divide and conquer, where handoffs happen, and how to maintain customer experience quality as automation scales.Own the development and deployment of internal AI tools that make Brex’s CX team faster, more accurate, and more consistent — including agent-assist tooling, real-time guidance systems, QA automation, and workflow-level automations.Partner with Engineering, Data, and Product Ops to build and maintain the AI infrastructure underneath these tools — knowledge reliability, shared workflows, and feedback loops that improve both customer-facing and internal AI systems over time.Measure internal AI adoption and impact: track agent productivity, time-to-resolution improvements, QA automation rates, and coaching effectiveness. Close the loop between data and iteration.Cross-functional & leadershipPartner cross-functionally with CX Leadership, Strategy & Enablement, Product, Engineering, and Data to scope, build, and launch AI improvements. Represent CX in EPD conversations with a point of view grounded in customer outcomes and operational metrics.Drive internal AI adoption — ensure the CX team is equipped with the training, workflows, and confidence to work alongside AI effectively.Communicate AI performance and strategy to CX leadership and executive stakeholders; translate data into clear narratives that drive decisions.Requirements4+ years in CX strategy, AI operations, product operations, or a related function at the intersection of technology and customer experience — ideally in a fast-paced tech or fintech environment1+ years managing or developing a team of 4+ ICs, with a track record of setting direction, developing people, and delivering resultsProven experience owning and improving AI or automation initiatives in a support environment — from opportunity analysis through rollout and iteration, with measurable outcomesProduct-minded builder: equally comfortable writing a requirements doc, configuring a platform, and partnering with Engineering to ship something net-new. You don’t wait for a product team to build what your customers needStrong analytical skills: comfortable digging into conversation data, contact driver analysis, and AI performance metrics to turn raw signal into smart decisionsTechnical fluency with AI-enabled CX platforms and the ability to ship directly or partner confidently with Engineering and Product to make automation work at scaleClear, direct communicator — you write with precision, translate between technical and non-technical audiences, and know how to make a data story land with leadershipProven cross-functional collaboration skills — you’ve worked across CX, Product, Engineering, and Data to drive customer-centric improvementsBonus PointsHands-on experience with Sierra or comparable AI voice/chat/email platforms in a customer-facing environmentBackground in fintech, financial services, or enterprise SaaSExperience building or owning QA and eval frameworks for AI systemsExperience building internal productivity tooling or agent-assist systems — whether through third-party configuration, prompt engineering, or partnering with Engineering to ship net-new toolsFamiliarity with product knowledge infrastructure — how content is structured, maintained, and surfaced to AI systems at scaleExperience translating AI operational learnings into product feedback that influenced roadmap decisionsCompensationThe expected salary range for this role is $141,928 - $177,410. However, the starting base pay will depend on a number of factors including the candidate’s location, skills, experience, market demands, and internal pay parity. Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.Brex LLC is a wholly owned subsidiary of Capital One, N.A.Please be aware, job-seekers may be at risk of targeting by malicious actors looking for personal data. Brex recruiters will only reach out via LinkedIn or email with a brex.com domain. Any outreach claiming to be from Brex via other sources should be ignored.