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Posted 1 weeks agoDirector, CX Business Systems
at Braze
New York City, United StatesHybrid
Responsibilities
- Lead and develop a high-performing team of Business Systems Analysts (BSA) and Technical Program Managers (TPM), fostering a culture of innovation, collaboration, and continuous improvement
- Drive delivery excellence through iterative shipping, clear acceptance criteria, UAT protocols, and comprehensive documentation (Program Charter, BRDs, FRDs, SOPs) that enable effective system adoption
- Build strong relationships with executive stakeholders across the CX domain, translate their objectives into scalable technology strategy, and communicate decisions, tradeoffs, and outcomes transparently
- Collaborate closely with the CX Operations and Enablement/Productivity teams to drive organizational efficiencies
- Oversee the full lifecycle of CX systems initiatives - from initiation and vendor selection through implementation, optimization, and governance
- Lead AI adoption across the CX technology stack - partner with stakeholders to identify high-impact use cases, evaluate AI-native tooling, and embed AI-driven automation into CX workflows (e.g. case routing, health scoring, lifecycle triggers, etc)
- Drive AI-first transformation within the BSA+TPM team by codifying AI workflows into shared practice, setting role-level expectations for AI-enabled work, and scaling capacity and quality through agentic workflows and automated analysis
- Own and manage vendor relationships for CX technology platforms, optimizing value and service levels
- Own vendor and cross-functional escalations.
- Drive resolution on contract and scope disputes, capacity and commitment conflicts with delivery partners, and competing prioritization, partnering with CX-Ops to balance urgency with roadmap commitments
- Own and manage the CX systems, their budgets and resources, and make strategic decisions on technology investments and resource allocation
- Own the CX technology transformation roadmap, including active platform rollouts and net-new platform decisions
- Lead work intake governance, OKR definition and feasibility, charter discipline, and capacity planning against roadmap commitments
Requirements
- This is a critical and visible leadership role for an experienced and visionary professional who can combine a deep understanding of business processes and best practices, with a mastery of technology to drive operational excellence and accelerate company growth.
- This role demands a leader who can lead a high-performing BSA and TPM team, serve as a strategic technology partner to CX executive leadership, and drive the adoption of AI across the CX technology stack. Responsibilities:
- Partner with the Data Analytics and Growth Engineering teams to ensure CX systems are built on a reliable data foundation - aligning on data models, integrations, pipeline dependencies, and reporting infrastructure to power CX insights and AI initiatives
- Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering, Business, or a related field; MBA is a plus 15+ years of
- experience in Business Systems, with at least 5 years in a leadership or management role focused on CX systems
- Proven track record of successfully leading CX technology strategy and delivering large-scale technology initiatives, with a deep understanding of project / program management methodologies and best practices •
- Experience establishing and running new functions within existing organizations Working
- experience in Salesforce (Service Cloud, Customer
- Exceptional leadership, communication, and stakeholder management skills, with the ability to influence and build consensus among diverse stakeholders at all levels of the organization
- Strong business acumen and a deep understanding of the end-to-end Post Sales / CX processes for a SaaS business like Braze Hands-on
- experience evaluating and deploying AI solutions in a CX or GTM context - including AI-native SaaS tools, workflow automation, and data-driven decision systems - with the ability to translate business outcomes into technology requirements
- Proven ability to manage complex projects with multiple dependencies and cross-functional teams
- Familiarity with agile development methodologies for system enhancements and implementations
- 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
- Built on a foundation of composable intelligence, BrazeAI™ allows marketers to combine and activate AI agents, models, and features at every touchpoint throughout the Braze Customer Engagement Platform for smarter, faster, and more meaningful customer engagement.
- Braze is also proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore.
- OUR AI-POWERED BRAZE RECRUITMENT PROCESS
- To help our recruitment teams focus on what matters most — the person behind each application — we use AI-assisted tools at certain stages of our recruitment process.
- This includes using AI to analyze the experience, skills and
- We also use AI for administrative support, like scheduling and recording interviews and summarizing interview notes.
- Depending on where you are located, you may have the right to request further information about how AI is used in our recruitment process, to opt out of AI-assisted review, to request a manual review of any decision made or to contest a decision.
Benefits
- We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.
- Strategic, data-driven mindset with a hands-on approach - equally comfortable defining the vision and guiding the team through tactical technical challenges
- Bonus Points If You Have:
- For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $184,000 and $234,000/year with an expected On Target Earnings (OTE) between $217,000 and $275,000/year (including bonus or commission).
- In addition to cash compensation, this role qualifies for a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that you will own a piece of our company. WHAT WE OFFER Braze
- Competitive compensation that may include equity
- Flexible paid time off
- Comprehensive benefit plans covering medical, dental, vision, life, and disability
- benefits and equal paid parental leave
- Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
- Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
- experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran.
Additional details
- At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.
- To flourish here, you must be prepared to set a high bar for yourself and those around you.
- There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.
- Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.
- If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back.
- If Braze sounds like a place where you can thrive, we can’t wait to meet you. WHAT YOU'LL DO
- Braze is a leading customer engagement platform, powering relevant and memorable experiences between brands and their customers.
- We are seeking a Director, CX Business Systems to lead our Post Sales / Customer
- Experience (CX) business systems analysts (BSA) and technical program managers (TPM) team, and define the strategic roadmap for our CX technology stack.
- This role will be responsible for defining and executing the strategy, roadmap, development, ownership, and maintenance of all business systems supporting our CX business domain that includes - Expert/Professional Services, Partner Led Delivery, Customer Success, and Customer/Technical Support business functions.