below marketmost similar roles pay hereabove market
This role pays less than
92%
of similar roles. Most pay
$166,375–$237,000
— the blue band above.
At the midpoint, this role pays about
$141k
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 leads the CX Strategy team to own the strategy and execution of AI-powered customer experience. This role involves leading the team responsible for the AI customer service platform, optimizing instruction sets, and expanding AI across chat, voice, and email channels. The manager will build and deploy internal AI-powered tools, including agent-assist, real-time guidance, QA automation, and workflow tooling. Key responsibilities include owning the CX AI roadmap, defining metrics for AI performance, and partnering with Product and Engineering to build AI infrastructure. The role requires technical fluency with AI-enabled CX platforms, prompt engineering, and knowledge reliability. The work focuses on creating an AI-native customer experience by automating routine complexity while maintaining high-quality human judgment and relationships within 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.
Optimize AI instruction sets and collaborate with Engineering to improve 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 Engineering to build AI infrastructure and translate operational data into executive narratives.
Measure and report on AI performance metrics, including agent productivity, resolution rates, and QA automation rates.
Drive internal AI adoption by providing the CX team with necessary training, workflows, and confidence.
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 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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