Manager, CX AI Strategy

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

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

The expected salary range for this role is $120,800 - $151,000.  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.

Brex 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.

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.

Lead the CX Strategy team, setting direction, developing team members, and aligning priorities to CX and company goals.