Head of AI-Driven CX Strategy

Brex; Utah; Hybrid; USD 126,000 - 157,000; Full time

Benefits offered by this job

Hybrid work environment

Remote work up to four weeks/year

Job summary

Brex in Salt Lake City is seeking an experienced AI operator and 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 will build and deploy 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.

Qualifications

• 4+ years in CX strategy, AI operations, product operations, or related tech-CX roles.
• 1+ years managing or developing a team of 4+ ICs, with leadership experience.
• Proven experience owning and improving AI/automation initiatives in a support environment.

Responsibilities

• Lead the CX Strategy team; set direction and align priorities with CX and company goals.
• Drive CX AI performance: improve resolution metrics, CSAT, quality, and escalation handling.
• Own the CX AI roadmap from discovery to deployment; prioritize AI improvements for efficiency and experience.
• Collaborate with Engineering, Data, and Product Ops to build and maintain AI infrastructure and tooling.
• Measure AI adoption and impact, track productivity, and feed learnings into the roadmap.

Skills

CX strategy

AI operations

People management

Analytical skills

Technical fluency

Communication

Tools

Sierra

AI tooling

Job description

Brex in Salt Lake City is seeking an experienced AI operator and 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 will build and deploy 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.