Manager, CX AI Strategy

Brex

Hybrid

Quick summary

Work type
Hybrid
Location
New York, NY
Salary
$141,928–$177,410 / yr
Posted
1 day ago
Nearby
99+ roles within 25 mi

Market check

Salary context

Below market

How this pay compares to similar roles

Similar $207k
This role $160k
$129k most similar roles pay here $262k

This role pays less than 80% of similar roles. Most pay $170,000–$243,962 — the shaded band above. At the midpoint, this role pays about $160k versus about $207k for comparable roles.

Based on 240 similar postings.

Employer

About Brex

Brex is a financial technology company providing corporate credit cards, cash management accounts, and expense management software designed specifically for startups and growing technology companies. Industry: Financial Technology & Corporate Banking

Brex currently has 32 open roles on FindRole.

Listed pay typically runs $192,000–$240,000 across 31 roles with salary data.

Most-posted roles

View all roles at Brex

At a glance

TL;DR · Manager, CX AI Strategy

Role Posting Log in to save

As a Senior AI Operations Lead on Brex’s Customer Experience team, you will lead the CX Strategy team in developing and executing an AI-powered customer service platform that optimizes instruction sets, drives quality improvements, and expands AI capabilities across chat, voice, and email channels. You’ll also build internal AI tools to enhance agent productivity and accuracy, including real-time guidance systems and QA automation, while collaborating with Engineering and Data teams to maintain robust AI infrastructure. This role requires a strong background in CX strategy, AI operations, and fintech, with experience managing teams and driving measurable outcomes through cross-functional collaboration. You must be proficient in AI-enabled CX platforms like Sierra, have technical fluency for scaling automation, and excel at translating data insights into actionable strategies that improve customer support efficiency and quality.

Skills

AI Sierra Python SQL Kubernetes Docker CI/CD Prometheus Grafana PostgreSQL Terraform AWS Azure Google Cloud Platform Git Jira Confluence Tableau Snowflake MongoDB Redis NLP Machine Learning Data Analytics Scrum Agile

What you'll do

  • Lead the CX Strategy team to set direction and develop team members.
  • Own the CX AI roadmap from discovery through implementation to improve efficiency.
  • Collaborate with Systems and Engineering to optimize CX AI performance metrics.
  • Develop internal AI tools that enhance agent productivity and customer experience.
  • Measure and communicate the impact of internal AI adoption on CX team performance.

What we're looking for

  • 4+ years experience in CX strategy or AI operations in tech/fintech.
  • Proven track record managing teams and delivering results with AI initiatives.
  • Strong analytical skills to interpret conversation data and AI performance metrics.
  • Technical fluency with AI-enabled CX platforms, Sierra or comparable systems.
  • Cross-functional collaboration experience across CX, Product, Engineering, and Data.
  • Hands-on experience building internal productivity tooling for agent-assist systems.

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