Braze

2 weeks ago

Director, CX Business Systems

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Lead CX business systems and a team of Business Systems Analysts (BSA) and Technical Program Managers (TPM) to define and execute the strategic roadmap for the CX technology stack. Own CX systems lifecycle, vendor relationships, governance, and intake/OKR planning, while driving delivery excellence and adoption through clear requirements and documentation. Partner across CX Ops and enablement to deliver operational efficiencies and lead AI-first transformation, including AI use cases and automation integrated into CX workflows.

Location: Chicago

Workplace: Hybrid

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Lead and develop a high-performing team of Business Systems Analysts (BSA) and Technical Program Managers (TPM).
•Drive delivery excellence with iterative shipping, acceptance criteria, UAT protocols, and comprehensive documentation (Program Charter, BRDs, FRDs, SOPs).
•Translate CX executive stakeholders’ objectives into scalable technology strategy and communicate decisions, tradeoffs, and outcomes.
•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 by identifying use cases and embedding AI-driven automation into CX workflows and team practices.

Pay and Benefits

Salary: USD 184,000 - 234,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceDentalVisionRetirementEquityPaid LeaveLearning BudgetParental LeaveRemote Work

Key Requirements

•Bachelor’s degree (or equivalent) in Information Technology, Computer Science, Engineering, Business, or related; MBA is a plus.
•15+ years of experience in Business Systems, with at least 5 years in a leadership/management role focused on CX systems.
•Proven track record leading CX technology strategy and delivering large-scale technology initiatives using strong project/program management methodologies.
•Working experience in Salesforce (Service Cloud, Customer Experience Cloud) and other CX tools (e.g., Gainsight, Certinia, RocketLane, SupportLogic, SearchUnify).
•Hands-on experience evaluating and deploying AI solutions in a CX or GTM context, translating business outcomes into technology requirements.

Experience:15+ yearsSaaSCustomer engagementAI

Education:Bachelor's

Skills:LeadershipCommunicationStakeholder managementStrategic thinkingData-driven mindset

Languages:English

Tech Stack:SalesforceService CloudCustomer Experience CloudGainsightCertiniaRocketLaneSupportLogicSearchUnifyAIIntegrationsAPI managementUATAgile development

Company Brief

Braze

Provides a customer engagement platform that helps brands create personalized messaging and lifecycle campaigns across mobile, web, email, and other channels to drive retention, engagement, and revenue.

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 100M to 250M

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: New York, United States

Founded: 2011

Website LinkedIn

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Braze

2 weeks ago

Director, CX Business Systems

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Location: Chicago

Workplace: Hybrid

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Lead and develop a high-performing team of Business Systems Analysts (BSA) and Technical Program Managers (TPM).
•Drive delivery excellence with iterative shipping, acceptance criteria, UAT protocols, and comprehensive documentation (Program Charter, BRDs, FRDs, SOPs).
•Translate CX executive stakeholders’ objectives into scalable technology strategy and communicate decisions, tradeoffs, and outcomes.
•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 by identifying use cases and embedding AI-driven automation into CX workflows and team practices.

Pay and Benefits

Salary: USD 184,000 - 234,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceDentalVisionRetirementEquityPaid LeaveLearning BudgetParental LeaveRemote Work

Key Requirements

•Bachelor’s degree (or equivalent) in Information Technology, Computer Science, Engineering, Business, or related; MBA is a plus.
•15+ years of experience in Business Systems, with at least 5 years in a leadership/management role focused on CX systems.
•Proven track record leading CX technology strategy and delivering large-scale technology initiatives using strong project/program management methodologies.
•Working experience in Salesforce (Service Cloud, Customer Experience Cloud) and other CX tools (e.g., Gainsight, Certinia, RocketLane, SupportLogic, SearchUnify).
•Hands-on experience evaluating and deploying AI solutions in a CX or GTM context, translating business outcomes into technology requirements.

Experience:15+ yearsSaaSCustomer engagementAI

Education:Bachelor's

Skills:LeadershipCommunicationStakeholder managementStrategic thinkingData-driven mindset

Languages:English

Tech Stack:SalesforceService CloudCustomer Experience CloudGainsightCertiniaRocketLaneSupportLogicSearchUnifyAIIntegrationsAPI managementUATAgile development

Company Brief

Braze

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 100M to 250M

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: New York, United States

Founded: 2011

Website LinkedIn