CX AI Strategy Lead

Brex; California (MO); Hybrid; USD 142,000 - 177,000; Full time

Benefits offered by this job

Hybrid work model

Remote work up to 4 weeks per year

Job summary

Brex is seeking an experienced AI operator & leader to own strategy and execution of AI-powered customer experience. Lead the team responsible for Brex’s AI CX platform — optimizing instruction sets, driving quality, and expanding AI across chat, voice, and email.

You’ll own internal AI tools that boost CX productivity, partner with Engineering, Data, and Product Ops, and define what great AI performance looks like for Brex.

This is a hybrid SF role with in-office days and remote flexibility.

Qualifications

• 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

Responsibilities

• 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
• Cross-functional & leadership
• 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

Skills

CX strategy

AI operations

Team leadership

Data analysis

Cross-functional collaboration

Technical fluency in AICX platforms

Requirements documentation

Tools

Sierra AI

AI platforms

Job description

Brex is seeking an experienced AI operator & leader to own strategy and execution of AI-powered customer experience. Lead the team responsible for Brex’s AI CX platform — optimizing instruction sets, driving quality, and expanding AI across chat, voice, and email.

You’ll own internal AI tools that boost CX productivity, partner with Engineering, Data, and Product Ops, and define what great AI performance looks like for Brex.

This is a hybrid SF role with in-office days and remote flexibility.