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About the Role

Brex is seeking an experienced AI operator and leader to strategize and execute AI-powered customer experiences. This role involves leading the AI customer service platform team, optimizing instructions, driving quality, and expanding AI across various channels. You will also develop and deploy internal AI tools to enhance the CX team's productivity and own key performance metrics, collaborating with Product and Engineering to shape the roadmap.

Responsibilities

Lead the CX Strategy team, setting direction, developing team members, and aligning priorities to CX and company goals.
Collaborate with CX leaders to drive performance metrics: resolution rate, CSAT, quality, resolution time, escalation rates, etc. Monitor the results and drive improvement when targets aren’t met.
Own the CX AI roadmap from opportunity discovery through implementation — prioritize where AI can improve efficiency and customer experience, and sequence investments that compound over time.
Collaborate with Systems and Engineering to drive CX AI performance — instruction set optimization, channel expansion (chat, voice, email), containment quality, and escalation handling, etc.
Define the standard for what an AI-augmented CX team looks like at Brex: how AI agents and human operators divide and conquer, where handoffs happen, and how to maintain customer experience quality as automation scales.
Own the development and deployment of internal AI tools that make Brex’s CX team faster, more accurate, and more consistent — including agent-assist tooling, real-time guidance systems, QA automation, and workflow-level automations.
Partner with Engineering, Data, and Product Ops to build and maintain the AI infrastructure underneath these tools — knowledge reliability, shared workflows, and feedback loops that improve both customer-facing and internal AI systems over time.
Measure internal AI adoption and impact: track agent productivity, time-to-resolution improvements, QA automation rates, and coaching effectiveness. Close the loop between data and iteration.
Partner cross-functionally with CX Leadership, Strategy & Enablement, Product, Engineering, and Data to scope, build, and launch AI improvements. Represent CX in EPD conversations with a point of view grounded in customer outcomes and operational metrics.
Drive internal AI adoption — ensure the CX team is equipped with the training, workflows, and confidence to work alongside AI effectively.
Communicate AI performance and strategy to CX leadership and executive stakeholders; translate data into clear narratives that drive decisions.

Requirements

4+ years in CX strategy, AI operations, product operations, or a related function at the intersection of technology and customer experience — ideally in a fast-paced tech or fintech environment
1+ years managing or developing a team of 4+ ICs, with a track record of setting direction, developing people, and delivering results
Proven experience owning and improving AI or automation initiatives in a support environment — from opportunity analysis through rollout and iteration, with measurable outcomes
Product-minded builder: equally comfortable writing a requirements doc, configuring a platform, and partnering with Engineering to ship something net-new.
Strong analytical skills: comfortable digging into conversation data, contact driver analysis, and AI performance metrics to turn raw signal into smart decisions
Technical fluency with AI-enabled CX platforms and the ability to ship directly or partner confidently with Engineering and Product to make automation work at scale
Clear, direct communicator — you write with precision, translate between technical and non-technical audiences, and know how to make a data story land with leadership
Proven cross-functional collaboration skills — you’ve worked across CX, Product, Engineering, and Data to drive customer-centric improvements

Skills

AI operations
Customer experience
Product operations
Team management
AI/automation initiatives
Product development
Analytical skills
AI-enabled CX platforms
Cross-functional collaboration
Sierra or comparable AI voice/chat/email platforms
Fintech
Financial services
Enterprise SaaS
QA and eval frameworks for AI systems
Internal productivity tooling
Agent-assist systems
Product knowledge infrastructure

Location

San Francisco

Work Type

Hybrid

Experience Level

4+ years in CX strategy, AI operations, product operations, or a related function
1+ years managing or developing a team

Salary/Compensations

$141,928 - $177,410

About the Company

Brex is the intelligent finance platform that enables companies to spend smarter and move faster in more than 200 markets. By combining global corporate cards and banking with intuitive spend management, bill pay, and travel software, Brex enables founders and finance teams to accelerate operations, gain real-time visibility, and control spend effortlessly. Brex’s AI-native automation and world-class service eliminate manual expense and accounting tasks for customers so they can focus on what matters most. Tens of thousands of the world's best companies run on Brex, including DoorDash, Coinbase, Robinhood, Zoom, Plaid, Reddit, and SeatGeek.
Working at Brex allows you to push your limits, challenge the status quo, and collaborate with some of the brightest minds in the industry. We’re committed to building a diverse team and inclusive culture and believe your potential should only be limited by how big you can dream. We make this a reality by empowering you with the tools, resources, and support you need to grow your career.
The Customer Experience team is the connective tissue between Brex’s product and the companies that depend on it every day. We don’t just resolve issues — we surface insights, close feedback loops, and help shape the product roadmap. As Brex becomes an AI-native company, our CX organization leads that shift: building the systems, metrics, and workflows that let AI handle routine complexity while humans focus on judgment and relationships. We measure success not by tickets closed, but by customers who don’t need to contact us in the first place.

Equal Opportunity

Brex LLC is a wholly owned subsidiary of Capital One, N.A.
Please be aware, job-seekers may be at risk of targeting by malicious actors looking for personal data. Brex recruiters will only reach out via LinkedIn or email with a brex.com domain. Any outreach claiming to be from Brex via other sources should be ignored.