About this role
Lead the strategy and execution of Brex’s AI-powered customer experience, owning the AI customer service platform across chat, voice, and email and defining metrics and roadmaps. Build and deploy internal AI tools (agent-assist, real-time guidance, QA automation, workflow tooling), partner with Product and Engineering, and drive AI adoption and performance measurement for CX.
Skills for this role
AI operationsCX strategyAI customer service platformsInstruction set optimizationChatVoiceEmailAgent-assist toolingReal-time guidance systemsQA automationWorkflow automationAI roadmap ownershipProduct knowledge infrastructureConversation data analysisContact driver analysisAI performance metricsProduct requirements writingPlatform configurationCross-functional collaborationSierraPrompt engineeringQA and evaluation frameworks