客户体验AI战略经理
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Manager, CX AI StrategyBrex · San Francisco, California, 美国 · $142k – $177k
职位信息来自雇主公开的招聘页面。申请前请务必在雇主官网核实详情。
为什么值得关注？
发现指数 67/100，仅依据与该职位一起存储的证据计算。
- 新的雇主官方职位
- 已披露薪资
- 稀有职位匹配
分数构成
- 时效性 （随职位发布时间变化）+18
- 雇主官方来源+15
- 已披露薪资+15
- 稀有职位+11
- 公司来源健康度+8
该职位未包含：远程职位、提及签证担保、提及搬迁、未出现在监控的职位板上。
这些理由来自雇主自己的职位描述与我们核实过的来源检查结果。除了已存储的信号之外，我们不做任何推测。
职位描述
机器翻译为什么加入我们
Brex 是智能金融平台，帮助企业在 200 多个市场中更明智地支出、更快速地行动。通过将全球企业卡和银行服务与直观的支出管理、账单支付和差旅软件相结合，Brex 使创始人和财务团队能够加速运营、获得实时可见性并轻松控制支出。Brex 的 AI 原生自动化和世界级服务为客户消除了手动费用和会计任务，让他们能够专注于最重要的事情。成千上万家全球顶尖公司都在使用 Brex，包括 DoorDash、Coinbase、Robinhood、Zoom、Plaid、Reddit 和 SeatGeek。
在 Brex 工作，你可以突破极限、挑战现状，并与业内最聪明的人才合作。我们致力于打造多元化的团队和包容的文化，并相信你的潜力只应受限于你的梦想有多大。我们通过为你提供职业成长所需的工具、资源和支持，让这一切成为现实。
Brex 的客户体验
客户体验团队是 Brex 产品与每天依赖它的公司之间的连接组织。我们不只是解决问题——我们挖掘洞察、闭环反馈，并帮助塑造产品路线图。随着 Brex 成为一家 AI 原生公司，我们的 CX 组织引领这一转变：构建系统、指标和工作流，让 AI 处理常规复杂性，而人类专注于判断和关系。我们衡量成功不是看关闭了多少工单，而是看有多少客户根本不需要联系我们。
你将做什么
Brex 正在寻找一位经验丰富的 AI 运营者和领导者，负责 AI 驱动的客户体验的战略和执行。你将领导负责 Brex AI 客户服务平台 的团队——优化指令集、推动质量，并将 AI 扩展到聊天、语音和电子邮件。你还将负责内部方面：构建和部署 AI 驱动的工具，为 Brex 的 CX 团队带来可衡量的生产力优势——从坐席辅助和实时指导到 QA 自动化和工作流工具。你将负责双方最重要的指标，定义 AI 表现的“卓越”标准，并与产品和工程合作塑造路线图。这不是一个研究或战略演示角色。你将构建、交付并迭代系统，使 Brex 的 CX 成为地球上最好的支持——并领导实现这一目标的团队。
你在哪里工作
该职位将设在我们的旧金山办公室。我们采用混合办公环境，将在办公室工作的活力和联系与居家办公的福利和灵活性相结合。我们目前要求每周至少三天在办公室协同工作，即周一、周三和周四。作为福利，我们每年还最多可有四周完全远程工作！
职责
面向客户
• 领导 CX 战略团队，设定方向、培养团队成员，并使优先事项与 CX 和公司目标保持一致。
• 与 CX 领导者合作推动绩效指标：解决率、CSAT、质量、解决时间、es
岗位职责
Brex 正在寻找一位经验丰富的 AI 运营者和领导者，负责 AI 驱动的客户体验的战略与执行。你将领导负责 Brex AI 客户服务平台 的团队——优化指令集、推动质量提升，并将 AI 扩展到聊天、语音和电子邮件渠道。你还将负责内部这一侧：构建和部署 AI 驱动的工具，为 Brex 的 CX 团队带来可衡量的生产力优势——从坐席辅助和实时指导到 QA 自动化和工作流工具。你将负责两侧真正重要的指标，定义 AI 表现的“卓越”标准，并与产品和工程团队合作制定路线图。这不是一个研究或战略演示文稿的角色。你将构建、交付并迭代系统，让 Brex 的 CX 成为地球上最好的支持——并领导实现这一目标的团队。
你将工作的地方
该职位将常驻我们的 San Francisco 办公室。我们采用混合办公环境，将办公室办公带来的活力与联系，与居家办公的福利和灵活性相结合。我们目前要求每周至少三天协调到办公室办公，即周一、周三和周四。作为福利，我们每年还提供最多四周的完全远程工作！
面向客户
• 领导 CX Strategy 团队，制定方向、培养团队成员，并使优先事项与 CX 和公司目标保持一致。
• 与 CX 领导者合作推动绩效指标：解决率、CSAT、质量、解决时间、升级率等。监控结果，并在未达成目标时推动改进。
• 负责 CX AI 路线图，从机会发现到实施——优先确定 AI 可以在哪些方面提升效率和客户体验，并安排能够随时间产生复利效应的投资顺序。
• 与 Systems 和 Engineering 合作推动 CX AI 表现——指令集优化、渠道扩展（聊天、语音、电子邮件）、拦截质量以及升级处理等。
内部 AI 工具与团队生产力
• 定义 Brex 的 AI 增强型 CX 团队的标准：AI 代理和人工运营人员如何分工协作、交接发生在哪里，以及随着自动化规模扩大如何保持客户体验质量。
• 负责内部 AI 工具的开发和部署，使 Brex 的 CX 团队更快、更准确、更一致——包括坐席辅助工具、实时指导系统、QA 自动化和工作流级自动化。
• 与 Engineering、Data 和 Product Ops 合作，构建并维护这些工具底层的 AI 基础设施——知识可靠性、共享工作流，以及随着时间推移同时改进面向客户和内部 AI 系统的反馈闭环。
• 衡量内部 AI 采用情况和影响：跟踪坐席生产力、解决时间改进、QA 自动化率和辅导有效性。在数据与迭代之间形成闭环。
跨职能与领导力
• 与 CX Leadership、Strategy & Enablement、Product、Engineering 和 Data 跨职能合作，以界定、构建并发布 AI 改进。在 EPD 对话中代表 CX，并以基于客户成果和运营指标的观点发声。
• 推动内部 AI 采用——确保 CX 团队具备培训、工作流和信心，以有效与 AI 协同工作。
• 向 CX 领导层和高管利益相关者沟通 AI 表现和战略；将数据转化为推动决策的清晰叙述。
任职要求
• 4年以上在客户体验（CX）战略、AI运营、产品运营或技术与客户体验交叉领域的相关职能经验——最好是在快节奏的科技或金融科技环境中
• 1年以上管理或培养4名以上独立贡献者（IC）团队的经验，并有设定方向、培养人才和交付成果的良好记录
• 有在支持环境中主导并改进AI或自动化举措的成熟经验——从机会分析到推广和迭代，并取得可衡量的成果
• 具备产品思维的构建者：既能撰写需求文档，也能配置平台，还能与工程团队合作交付全新功能。你不会等待产品团队来构建客户所需的东西
• 强大的分析能力：能够深入分析对话数据、联系驱动因素分析和AI性能指标，将原始信号转化为明智决策
• 熟悉AI赋能的客户体验平台，具备直接交付的能力，或能与工程和产品团队自信合作，使自动化在规模化下发挥作用
• 清晰、直接的沟通者——你写作精准，能在技术与非技术受众之间进行转换，并懂得如何让数据故事打动管理层
• 具备跨职能协作能力——你曾与客户体验、产品、工程和数据团队合作，推动以客户为中心的改进
加分项
• 有在面向客户的环境中使用Sierra或类似AI语音/聊天/邮件平台的实操经验
• 有金融科技、金融服务或企业级SaaS背景
• 有构建内部生产力工具或坐席辅助系统的经验——无论是通过第三方配置、提示词工程，还是与工程团队合作交付全新工具
• 熟悉产品知识基础设施——了解内容如何被结构化、维护，并在规模化下呈现给AI系统
• 有将AI运营经验转化为产品反馈并影响路线图决策的经验
福利待遇
Brex 是智能金融平台，帮助企业在 200 多个市场中更明智地支出、更快速地行动。通过将全球企业卡和银行服务与直观的支出管理、账单支付和差旅软件相结合，Brex 让创始人和财务团队能够加速运营、获得实时可见性并轻松控制支出。Brex 的 AI 原生自动化和世界级服务为客户消除了手动费用和会计任务，让他们能够专注于最重要的事情。数以万计的世界顶级公司都在使用 Brex，包括 DoorDash、Coinbase、Robinhood、Zoom、Plaid、Reddit 和 SeatGeek。
在 Brex 工作，你可以突破自己的极限、挑战现状，并与业内最聪明的人才合作。我们致力于打造多元化的团队和包容的文化，并相信你的潜力只应受限于你的梦想有多大。我们通过为你提供职业成长所需的工具、资源和支持，让这一切成为现实。
Brex 的客户体验
客户体验团队是 Brex 产品与每天依赖它的公司之间的连接组织。我们不只是解决问题——我们挖掘洞察、闭环反馈，并帮助塑造产品路线图。随着 Brex 成为一家 AI 原生公司，我们的 CX 组织引领这一转变：构建系统、指标和工作流程，让 AI 处理日常复杂性，而人类专注于判断和关系。我们衡量成功的标准不是关闭的工单数量，而是那些根本无需联系我们的客户。
该职位的预期薪资范围为 $141,928 - $177,410。然而，起始基本工资将取决于多种因素，包括候选人的地点、技能、经验、市场需求和内部薪酬平衡。根据所提供的职位，可能会作为总薪酬方案的一部分提供股权和其他形式的薪酬。
Brex LLC 是 Capital One, N.A. 的全资子公司。 请注意，求职者可能面临恶意行为者针对个人数据的风险。Brex 招聘人员只会通过 LinkedIn 或使用 brex.com 域名的电子邮件联系你。任何声称来自 Brex 但通过其他渠道的联系都应被忽略。
以上内容由机器翻译自动生成，可能存在错误；投递前请以雇主原文为准。
查看雇主原文
职位描述
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 San Francisco 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, es
岗位职责
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 San Francisco 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!
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.
任职要求
• 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 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
福利待遇
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.
The expected salary range for this role is $141,928 - $177,410. 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 domain. Any outreach claiming to be from Brex via other sources should be ignored.