Head of AI-Driven CX Strategy

Brex; Seattle (WA); Hybrid; USD 141,928 - 177,410; Full time

Benefits offered by this job

Flexible remote work options

Career growth opportunities

Job summary

Brex is seeking an experienced AI operator & leader to spearhead AI-powered customer experience strategy. You'll lead a team focusing on optimizing AI for customer service across chat, voice, and email, and develop tools that enhance team productivity.

The role emphasizes collaboration with cross-functional teams to build effective AI systems. Ideal candidates will have extensive experience in CX strategy and managing dynamic teams in technology sectors.

Qualifications

• 4+ years in CX strategy, AI operations, product operations, or similar roles.
• 1+ years managing a team of 4+ individual contributors.
• Proven experience with AI or automation initiatives.

Responsibilities

• Lead the CX Strategy team, setting direction and aligning priorities.
• Collaborate with CX leaders on performance metrics and drive improvement.
• Define the standard for an AI-augmented CX team.

Skills

CX strategy

AI operations

Analytical skills

Cross-functional collaboration

Tools

AI-enabled CX platforms

Job description

Brex is seeking an experienced AI operator & leader to spearhead AI-powered customer experience strategy. You'll lead a team focusing on optimizing AI for customer service across chat, voice, and email, and develop tools that enhance team productivity.

The role emphasizes collaboration with cross-functional teams to build effective AI systems. Ideal candidates will have extensive experience in CX strategy and managing dynamic teams in technology sectors.