below marketmost similar roles pay hereabove market
This role pays less than
83%
of similar roles. Most pay
$166,500–$237,375
— the blue band above.
At the midpoint, this role pays about
$160k
versus about
$202k
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
83 open roles
on FindRole.
Listed pay typically runs
$192,000–$240,000
across 79 roles with salary data.
The Manager, CX AI Strategy joins the Customer Experience team to lead the strategy and execution of AI-powered customer service. This role involves owning the CX AI roadmap, optimizing instruction sets, and expanding AI capabilities across chat, voice, and email channels. The manager will build and deploy internal AI-powered tools, including agent-assist systems, real-time guidance, QA automation, and workflow tooling to enhance team productivity. Key responsibilities include defining standards for human-AI collaboration, monitoring performance metrics like CSAT and resolution rates, and partnering with Engineering and Product teams to maintain AI infrastructure. The role requires technical fluency with AI-enabled CX platforms, prompt engineering, and knowledge reliability. The work focuses on solving the challenge of handling routine complexity through automation while maintaining high-quality customer relationships in a fintech environment.
Lead the CX Strategy team by setting direction, developing team members, and aligning priorities with company goals.
Own the CX AI roadmap from opportunity discovery through implementation across chat, voice, and email channels.
Collaborate with Engineering to optimize AI instruction sets, containment quality, and escalation handling.
Develop and deploy internal AI tools for agent-assist, real-time guidance, QA automation, and workflow tooling.
Define standards for AI-human task division and maintain service quality as automation scales.
Partner with Product and Data teams to build AI infrastructure and translate performance data into executive narratives.
Drive internal AI adoption by providing the CX team with necessary training, workflows, and confidence.
Measure and report on AI performance metrics, agent productivity, and time-to-resolution improvements.
What we're looking for
4+ years of experience in CX strategy, AI operations, product operations, or a related function at the intersection of technology and customer experience.
1+ years of experience managing or developing a team of 4+ ICs with a track record of setting direction and delivering results.
Proven experience owning and improving AI or automation initiatives in a support environment from opportunity analysis through rollout and iteration.
Ability to write requirements documents, configure platforms, and partner with Engineering to ship new products.
Strong analytical skills to analyze conversation data, contact drivers, and AI performance metrics to drive smart decisions.
Technical fluency with AI-enabled CX platforms and the ability to partner with Engineering and Product to make automation work at scale.
Clear, direct communication skills to translate between technical and non-technical audiences and present data stories to leadership.
Proven cross-functional collaboration skills across CX, Product, Engineering, and Data to drive customer-centric improvements.
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