Brex
Manager
Lead Brex's AI customer-experience strategy — both the AI support platform and internal AI tooling
Brex needs a hands-on manager to own the strategy and execution of AI-powered customer experience: the customer-facing AI support platform (chat/voice/email) plus internal AI productivity tools like agent-assist and QA automation. Based in Salt Lake City (hybrid, 3 days/week), this role requires 4+ years in CX strategy/AI operations plus 1+ years managing a team of 4+, and is explicitly framed as a builder role, not a research or strategy-deck job.
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What this interview tests
- AI-powered CX platform strategy (chat, voice, email)
- Internal AI tooling: agent-assist, QA automation, workflow tools
- Hands-on building: requirements, platform configuration, shipping with Engineering
- People management of a small team (4+ ICs)
- Data-driven prioritization from contact-driver/conversation analysis
- Defining and communicating AI performance metrics to leadership
Common question themes
Walk through an AI/automation initiative you took from analysis through rollout, with measurable impact
Describe a time you configured a platform or wrote a requirements doc yourself rather than waiting on a product team
How would you decide what to build first: customer-facing AI vs internal agent tooling
Tell me about developing a direct report on your team
Give an example of a data insight from conversation/contact data that changed a decision
How do you define and report 'great AI performance' to executive stakeholders
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Manager