---
title: 'Manager, CX AI Strategy at Brex'
canonical: 'https://feeny.ai/job/manager-cx-ai-strategy-brex-vancouver-british-columbia-e74pvrkp8xzg'
type: 'job'
last_seen: '2026-09-11'
---

# Manager, CX AI Strategy at Brex

- **Company:** Brex
- **Location:** Vancouver British Columbia, Canada
- **Posted:** 2026-07-01
- **Last confirmed live:** 2026-09-11
- **Apply:** https://www.brex.com/careers/8615158002?gh_jid=8615158002

## Job description

## Why join us

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.

Customer Experience at Brex

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.

## What you’ll do

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.

Where you’ll work

This role will be based in our Vancouver office. We are a hybrid environment that combines the energy and connections of being in the office with the benefits and flexibility of working from home. We currently require a minimum of three coordinated days in the office per week, Monday, Wednesday and Thursday. As a perk, we also have up to four weeks per year of fully remote work!

## Responsibilities

Customer-facing

- 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.

Internal AI tools & team productivity

- 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.

Cross-functional & leadership

- 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. You don’t wait for a product team to build what your customers need
- 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

Bonus Points

- Hands-on experience with Sierra or comparable AI voice/chat/email platforms in a customer-facing environment
- Background in fintech, financial services, or enterprise SaaS
- Experience building or owning QA and eval frameworks for AI systems
- Experience building internal productivity tooling or agent-assist systems — whether through third-party configuration, prompt engineering, or partnering with Engineering to ship net-new tools
- Familiarity with product knowledge infrastructure — how content is structured, maintained, and surfaced to AI systems at scale
- Experience translating AI operational learnings into product feedback that influenced roadmap decisions

## Compensation

The expected salary range for this role is $120,800 - $151,000. However, the starting base pay will depend on a number of factors including the candidate’s location, skills, experience, market demands, and internal pay parity. Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.

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](http://brex.com/) domain. Any outreach claiming to be from Brex via other sources should be ignored.

## About Brex

## Company Overview
- **One-liner**: Brex provides a modern finance platform combining corporate cards, expense management, travel booking, banking, and treasury services, all powered by AI-driven automation.
- **Entity Type**: Private (backed by venture capital; last known Series D3 at $12.3B valuation in 2022)
- **Headquarters**: San Francisco, California, United States
- **Founded**: 2017
- **Founders**: Henrique Dubugras and Pedro Franceschi

## Core Business
- Primary industry/industries: Financial technology (fintech) – specifically spend management, corporate cards, expense automation, and business banking.
- Target customers: B2B – startups, mid-size companies, and enterprises; over 35,000 companies use Brex.
- Mission/purpose statement: "Empower employees anywhere to make better financial decisions."

## Products & Services
- **Corporate Cards**: Physical and virtual corporate cards with built-in spend controls, real-time budgets, and cash back/rewards.
- **Expense Management**: AI-powered automation for receipts, expense reports, and approvals; integrates with ERP systems.
- **Travel**: In-app global travel booking and management with policy enforcement.
- **Bill Pay**: Automated invoice entry, approval workflows, and vendor payments.
- **Banking & Treasury**: Business cash accounts with up to 4.36% yield, same-day liquidity, and up to $6M in additional FDIC insurance.

## Market Standing
- **Valuation/Market Cap**: $12.3 billion (Series D3, 2022 – recent valuation not disclosed; may have changed)
- **Key Metric**: Over 35,000 businesses use Brex (source: brex.com). Total funding exceeds $1.5 billion (publicly reported, not detailed in provided sources).
- **Notable Investors/Partners**: Greenoaks, IVP, Tiger Global, Y Combinator, Kleiner Perkins, DST Global, Max Levchin, Peter Thiel, Lone Pine Capital, Ribbit Capital.
- **Growth Signals**: Named #2 on Fast Company’s 2023 Top 50 Disruptors; expanding AI-driven finance automation; 756 hours average time saved per year for customers; 71% of expenses prepared on Brex handled entirely by automation.

## Competitive Advantages
- **All-in-one platform**: Combines cards, expense management, travel, bill pay, and banking in a single stack – reducing the need for multiple vendors.
- **AI-powered automation**: Uses AI to automate receipt capture, expense categorization, approval workflows, and GL coding, enabling faster close.
- **Higher credit limits**: Offers up to 30x higher credit limits compared to traditional providers.
- **Founder-centric culture**: Over 100 Brex alumni have started their own companies (4x industry average), signaling a culture that breeds entrepreneurship.

## Strategic Focus
- **AI-first finance**: Continually investing in AI to eliminate manual work (e.g., AI expense assistant, invoice automation).
- **Global expansion**: In-app global travel and multi-entity support for international teams.
- **Enterprise penetration**: Deepening ERP integrations, procurement flows, and vendor-specific card controls for mid-market and enterprise clients.
- **Cash management innovation**: Offering competitive treasury yields to attract and retain deposits.

## Why Work Here
- **Culture**: Emphasizes “Be the founder of your career” – hires people with “grit, autonomy, and ambition” and supports rapid growth. Values include Growth Mindset, Ownership, Customer Obsession, and One Brex.
- **Remote-first**: Committed to remote-first work, with in-office days/offsets for connection and up to 4 fully remote weeks per year. Employees can optimize time and location.
- **Benefits**: Generous parental leave, Carrot Fertility, Milk Stork, medical/dental/vision, Spring Health (mental health), Calm app, generous vacation, and year-end company shutdown.
- **Headcount**: ~800 employees (Built In), 501–1,000 range (The Muse) with 7 offices globally.
- **Engineering focus**: Strong engineering culture visible through “Building Brex” blog and emphasis on automation and AI.

## Sources
1. [brex.com](https://www.brex.com/careers)
2. [brex.com](https://www.brex.com/about)
3. [brex.com](https://www.brex.com/index)
4. [builtin.com](https://builtin.com/company/brex/faq/workplace-perception)
5. [themuse.com](https://www.themuse.com/profiles/brex)

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