Manager, CX AI Strategy

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. 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.

• 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.
• Own the CX AI roadmap from opportunity discovery through implementation.
• Collaborate with Systems and Engineering to drive CX AI performance — instruction set optimization, channel expansion (chat, voice, email), containment quality, and escalation handling.
• Define the standard for what an AI-augmented CX team looks like at Brex.
• Own the development and deployment of internal AI tools that make Brex’s CX team faster, more accurate, and more consistent.
• Partner with Engineering, Data, and Product Ops to build and maintain the AI infrastructure underneath these tools.
• Measure internal AI adoption and impact: track agent productivity, time-to-resolution improvements, QA automation rates, and coaching effectiveness.
• Partner cross-functionally with CX Leadership, Strategy & Enablement, Product, Engineering, and Data to scope, build, and launch AI improvements.
• 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.

• 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.