Overview In this role you drive AI-powered customer experience at Brex, owning the strategy and execution of the AI CX platform and internal AI tools. You will shape how AI assists agents, expand to multiple channels, and align AI initiatives with CX and business goals. You collaborate across product, engineering, and data to deliver measurable improvements in productivity and customer outcomes. This role offers the chance to scale intelligent automation while maintaining high-quality human-centric support.
Compensation / Benefits- hybrid work environment
- up to four weeks remote work per year
- competitive base salary
- total compensation potential including equity
Responsibilities- Lead the CX Strategy team and align priorities with CX and company goals
- Drive performance metrics for CX and monitor improvement opportunities
- Own the CX AI roadmap from discovery to implementation and prioritize AI enhancements
- Collaborate with Systems and Engineering to optimize AI performance across channels
- Define AI-augmented CX standards and responsible handoffs between AI and humans
- Develop and deploy internal AI tools to accelerate CX, including agent-assist, real-time guidance, QA automation, and workflow automations
- Partner with Engineering, Data, and Product Ops to maintain AI infrastructure and reliable knowledge workflows
- Measure internal AI adoption and impact (productivity, QA automation, coaching) and close the loop between data and iteration
- Cross-functional collaboration with CX Leadership, Product, Engineering, Data to scope, build, and launch AI improvements
- Represent CX in executive conversations with a customer-outcomes lens and operational metrics
- Drive internal AI adoption by training and enabling the CX team to work with AI
- Communicate AI performance and strategy to leadership with data-driven narratives
- Ensure the CX team is equipped to work alongside AI effectively
- Explain AI performance and strategy to CX leadership and executives
Key requirements- 4+ years in CX strategy, AI operations, product operations, or related field at tech/fintech
- 1+ year managing or developing a team of 4+ ICs
- Proven experience owning and improving AI/automation initiatives in a support environment with measurable outcomes
- Product-minded builder capable of drafting requirements and shipping new solutions
- Strong analytical skills with data-driven decision ability
- Technical fluency with AI-enabled CX platforms and ability to ship with Engineering
- Clear, direct communicator capable of bridging technical and non-technical audiences
- Proven cross-functional collaboration across CX, Product, Engineering, Data
- cross-functional collaboration
- data storytelling
- clear communication
- AI-enabled CX platforms
- agent-assist tooling
- real-time guidance systems
