Director, CX Business Systems

The role

You will lead a team of Business Systems Analysts and Technical Program Managers to define and execute the strategic roadmap for the CX technology stack. You will oversee the full lifecycle of CX systems initiatives and drive AI adoption across the technology stack.

What you will do

• Lead and develop a team of Business Systems Analysts and Technical Program Managers
• Drive delivery excellence through iterative shipping and documentation
• Build relationships with executive stakeholders to translate objectives into technology strategy
• Collaborate with CX Operations and Enablement/Productivity teams
• Oversee the full lifecycle of CX systems initiatives from vendor selection to implementation
• Lead AI adoption across the CX technology stack
• Drive AI-first transformation within the BSA and TPM team
• Partner with Data Analytics and Growth Engineering teams for reliable data foundations
• Serve as the principal advisor on CX systems
• Manage vendor relationships, budgets, and resources

Required qualifications

• Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering, Business, or a related field
• 15+ years of experience in Business Systems
• At least 5 years in a leadership or management role focused on CX systems
• Proven track record of leading CX technology strategy and large-scale technology initiatives
• Experience establishing and running new functions within existing organizations
• Working experience in Salesforce (Service Cloud, Customer Experience Cloud)
• Working experience in common CX tools such as Gainsight, Certinia, RocketLane, SupportLogic, or SearchUnify
• Exceptional leadership, communication, and stakeholder management skills
• Strategic, data-driven mindset with a hands-on approach
• Strong business acumen and understanding of end-to-end Post Sales / CX processes for a SaaS business
• Hands-on experience evaluating and deploying AI solutions in a CX or GTM context
• Ability to manage complex projects with multiple dependencies and cross-functional teams

Nice to have

• MBA
• Certifications in one or more core CX technology platforms, e.g. Salesforce, Gainsight, Certinia, etc.
• Experience with integrations and API management
• Familiarity with data warehousing, business intelligence (BI), and reporting tools
• Understanding of data privacy regulations (e.g. GDPR, CCPA, etc) as they relate to CX/GTM data

Benefits

• Competitive compensation that may include equity
• Retirement and Employee Stock Purchase Plans
• Flexible paid time off
• Comprehensive benefit plans covering medical, dental, vision, life, and disability
• Family services including fertility benefits and equal paid parental leave
• Professional development with formal career pathing, learning platforms, and a yearly learning stipend
• Curated in-office employee experience
• Opportunities to give back including an annual company-wide Volunteer Week and donation matching
• Employee Resource Groups

Before you apply

• For candidates based in the United States, pay is expected to be between $184,000 and $234,000/year
• For roles based in New York City, you have the right to request an alternative selection process or reasonable accommodation to opt out of AI-assisted review

About the company

Braze is a leading customer engagement platform that empowers brands to deliver great customer experiences. The company is headquartered in New York with global offices.