Manager, CX AI Strategy

📋 Description Lead the CX Strategy team and set priorities aligned to CX and company goals. Drive CX metrics: resolution rate, CSAT, quality, time-to-resolution, escalation rates, and more. Own the CX AI roadmap from discovery to implementation; prioritize AI for efficiency and experience. Collaborate with Systems and Engineering to optimize AI performance across channels (chat, voice Build and deploy internal AI tools to boost CX team productivity (agent-assist, real-time guidance 🎯 Requirements 4+ years in CX strategy, AI operations, product operations, or related field at tech/fintech pace. 1+ years managing or developing a team of 4+ ICs with measurable results. Proven ownership of AI/automation initiatives in a support environment with outcomes. Product-minded with ability to write requirements, configure platforms, and partner with Strong analytical skills with data-driven decision making; comfortable with AI performance metrics. Technical fluency with AI-enabled CX platforms and collaboration with Eng/Product for scalable 🎁 Benefits Hybrid work in Sao Paulo with three in-office days per week (Mon/Wed/Thu). Up to four weeks per year of fully remote work.