Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

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 AI performance across various channels, and developing internal AI tools to enhance the CX team's productivity. The goal is to make Brex's CX the best globally by building, shipping, and iterating on AI systems.

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.
• Own the CX AI roadmap from opportunity discovery through implementation, prioritizing AI improvements and sequencing investments.
• Collaborate with Systems and Engineering to drive CX AI performance, including instruction set optimization, channel expansion, containment quality, and escalation handling.
• Define the standard for an AI-augmented CX team, outlining the division of labor between AI agents and human operators.
• Own the development and deployment of internal AI tools to enhance CX team speed, accuracy, and consistency.
• Partner with Engineering, Data, and Product Ops to build and maintain the AI infrastructure for these tools.
• Measure internal AI adoption and impact, tracking agent productivity, time-to-resolution improvements, QA automation rates, and coaching effectiveness.
• 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 by ensuring the CX team is equipped with training, workflows, and confidence to work alongside AI.
• Communicate AI performance and strategy to CX leadership and executive stakeholders, translating data into clear narratives.

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: comfortable writing requirements documents, configuring platforms, and partnering with Engineering to ship new solutions.
• Strong analytical skills: comfortable analyzing conversation data, contact driver analysis, and AI performance metrics.
• Technical fluency with AI-enabled CX platforms and the ability to ship directly or partner confidently with Engineering and Product for scalable automation.
• Clear, direct communicator: writes with precision, translates between technical and non-technical audiences, and effectively presents data stories to leadership.
• Proven cross-functional collaboration skills, with experience working across CX, Product, Engineering, and Data to drive customer-centric improvements.

Skills

• AI operations
• CX strategy
• Product operations
• Team management
• AI/automation initiative improvement
• Analytical skills
• Technical fluency with AI-enabled CX platforms
• Cross-functional collaboration
• Communication
• Sierra or comparable AI voice/chat/email platforms (Bonus)
• Fintech/financial services/enterprise SaaS background (Bonus)
• QA and eval frameworks for AI systems (Bonus)
• Internal productivity tooling/agent-assist systems (Bonus)
• Product knowledge infrastructure (Bonus)
• Translating AI operational learnings into product feedback (Bonus)

Location

• New York

Work Type

• Hybrid

Experience Level

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

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.
• Brex combines global corporate cards and banking with intuitive spend management, bill pay, and travel software.
• Brex's AI-native automation and world-class service eliminate manual expense and accounting tasks.
• 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.
• Brex is committed to building a diverse team and inclusive culture.
• Brex empowers employees with the tools, resources, and support needed to grow their careers.
• Brex LLC is a wholly owned subsidiary of Capital One, N.A.

Equal Opportunity

• Brex is committed to building a diverse team and inclusive culture and believes your potential should only be limited by how big you can dream.