Manager, CX AI Strategy

The shape of it

In the posting’s own words

This 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!

What it asks for · 8

• 4+ 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 environment
• 1+ years managing or developing a team of 4+ ICs, with a track record of setting direction, developing people, and delivering results
• Proven experience owning and improving AI or automation initiatives in a support environment — from opportunity analysis through rollout and iteration, with measurable outcomes
• Product-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 need
• Strong analytical skills: comfortable digging into conversation data, contact driver analysis, and AI performance metrics to turn raw signal into smart decisions
• Technical fluency with AI-enabled CX platforms and the ability to ship directly or partner confidently with Engineering and Product to make automation work at scale
• Clear, direct communicator — you write with precision, translate between technical and non-technical audiences, and know how to make a data story land with leadership
• Proven cross-functional collaboration skills — you’ve worked across CX, Product, Engineering, and Data to drive customer-centric improvements

Also a plus

• Hands-on experience with Sierra or comparable AI voice/chat/email platforms in a customer-facing environment
• Background in fintech, financial services, or enterprise SaaS
• Experience building or owning QA and eval frameworks for AI systems
• Experience building internal productivity tooling or agent-assist systems — whether through third-party configuration, prompt engineering, or partnering with Engineering to ship net-new tools
• Familiarity with product knowledge infrastructure — how content is structured, maintained, and surfaced to AI systems at scale
• Experience translating AI operational learnings into product feedback that influenced roadmap decisions

What the job covers

• Lead 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.
• Define 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.
• Partner 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.

Tools and skills named

Words the posting leans on

• experience11×
• product11×
• engineering9×
• systems8×
• automation7×
• data7×
• internal7×
• customer experience6×
• drive6×
• metrics5×
• performance5×
• strategy5×
• tools5×
• build4×
• building4×
• improvements4×

Counted from the posting after the mission statement and the legal notices are set aside. The ones near the top are the ones a screener is looking for.

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