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Brex is an intelligent finance platform serving tens of thousands of companies globally with corporate cards, banking, spend management, bill pay, and travel software. The company combines AI-native automation with world-class service to help finance teams accelerate operations and control spend.
You will lead the Product Operations team at Brex's São Paulo office, owning operational readiness for product launches and the enablement infrastructure that must be in place before customers interact with new features. This role sits at the intersection of product, design, engineering, and customer success.
Key responsibilities include:
**Launch Readiness & Enablement:** Own launch readiness across documentation, release notes, training, and tooling. Lead OLAB, the weekly cross-functional board assessing launch impact and readiness alignment. Engage early in launches using customer and product insights. Lead customer-facing escalations and crisis response, establishing single sources of truth and running retrospectives.
**Documentation & Product Knowledge:** Own the lifecycle and quality of product documentation including Help Center articles, internal knowledge bases, service descriptions, and implementation guides. Partner with leadership and Engineering to structure product knowledge for both people and AI systems. Convert AI support agent failure patterns into documentation improvements with human validation.
**Data & Automation:** Define actionable metrics for self-service, chatbot containment, knowledge adoption, and queue health with clear thresholds and owners. Expand team automation and set standards for effective AI use, identifying where human judgment remains essential.
**Team & Cross-Functional Leadership:** Lead and develop a team of four product-domain owners, managing performance and career growth. Partner across product and customer-facing teams to deliver accurate, timely enablement. Communicate performance and strategy to CX leadership and executives, translating data into clear insights.
The role is hybrid with a minimum of three coordinated days in the office per week (Monday, Wednesday, Thursday), plus up to four weeks annually of fully remote work.
**Requirements:**
- 4+ years in Product Operations, Product Management, Program Management, or related function, ideally in fast-paced tech or fintech
- Experience partnering with Product and Engineering through full launch cycles, with confidence navigating scope, sequencing, and trade-offs
- Experience leading projects, mentoring teammates, or developing others (first-time managers welcome)
- Proven ability to scale cross-functional processes and influence partner teams without formal authority
- Experience owning documentation or knowledge at scale, maintaining quality as products evolve
- Strong analytical skills including defining metrics, building dashboards, and using data to prioritize
- Hands-on experience integrating AI agents and automation into workflows with measurable improvements in efficiency or outcomes
- Clear, precise communication across technical and non-technical audiences, including presenting data to leadership
- Sound prioritization under competing demands and adaptability as processes and business needs change
**Bonus qualifications:**
- Background in fintech, financial services, or enterprise SaaS
- Experience as a Product Manager
- 1+ years managing or developing a team of 3+ individual contributors
- Familiarity with structuring and maintaining product knowledge for AI systems at scale
- Experience with self-service and containment metrics
- Proficiency with Linear, Guru, Sanity, and Hex
- Experience running cross-functional governance forums or advisory boards
- Track record of turning operational insights into product roadmap changes
