- 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
- Brex is looking for an experienced AI operator & leader to own the strategy and execution of AI-powered customer experience
- You’ll lead the team responsible for Brex’s AI customer service platform — optimizing instruction sets, driving quality, and expanding AI across chat, voice, and email
- You’ll also own the internal side of the equation:



building and deploying AI-powered tools that give Brex’s CX team a measurable productivity edge — from agent-assist and real-time guidance to QA automation and workflow tooling
- You’ll own the metrics that matter on both sides, define what “great” looks like for AI performance, and partner with Product and Engineering to shape the roadmap
- This is not a research or strategy-deck role
- You’ll build, ship, and iterate on systems that make Brex’s CX the best support on the planet — and lead the team that makes it happen
- 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 chance discovery through implementation — prioritize where AI can improve efficiency and customer experience, and sequence investments

📌 Manager of CX AI Strategy (Vancouver)
🏢 Brex
📍 Vancouver