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 the Post Sales / Customer Experience (CX) business systems team, managing Business Systems Analysts and Technical Program Managers while defining the strategic roadmap for the CX technology stack. Own strategy, delivery, development, maintenance, governance, and vendor relationships across CX systems. Drive iterative delivery excellence, oversee AI adoption and AI-first transformation across CX workflows, and partner with data and growth teams to ensure reliable data foundations for CX insights and automation.

Location: San Francisco

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), fostering innovation and continuous improvement.
•Drive delivery excellence using iterative shipping, clear acceptance criteria, UAT protocols, and documentation (Program Charter, BRDs, FRDs, SOPs).
•Own CX business systems strategy and roadmap, including initiation, vendor selection, implementation, optimization, and governance across Expert/Professional Services, Partner Led Delivery, Customer Success, and Customer/Technical Support.
•Lead AI adoption across the CX technology stack, identifying high-impact AI use cases and embedding AI-driven automation into CX workflows.
•Manage vendor relationships and escalations, own CX system budgets/resources, and partner with CX Operations, Enablement/Productivity, Data Analytics, and Growth Engineering to ensure scalable technology and reliable data foundations.

Pay and Benefits

Salary: USD 184,000 - 234,000 annually

Perks:Health InsuranceDentalVisionRetirementPaid LeaveEquityLearning BudgetParental Leave

Key Requirements

•Bachelor's degree (or equivalent) in IT, Computer Science, Engineering, Business, or a related field; MBA is a plus.
•15+ years of experience in Business Systems, including at least 5 years in a CX-systems leadership or management role.
•Proven track record leading CX technology strategy and delivering large-scale technology initiatives with strong project/program management best practices.
•Working experience with Salesforce (Service Cloud, Customer Experience Cloud) and other common CX tools such as Gainsight, Certinia, RocketLane, SupportLogic, and SearchUnify.
•Hands-on experience evaluating and deploying AI solutions in a CX or GTM context, including workflow automation and data-driven decision systems.

Experience:15+ yearsSaaSCustomer engagementGTM

Education:Bachelor's

Skills:LeadershipCommunicationStakeholder managementInfluenceCollaboration

Certifications:SalesforceGainsightCertinia

Languages:English

Tech Stack:SalesforceService CloudCustomer Experience CloudGainsightCertiniaRocketLaneSupportLogicSearchUnifyAIWorkflow automationUATAPI managementIntegrationsAgile

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: San Francisco

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), fostering innovation and continuous improvement.
•Drive delivery excellence using iterative shipping, clear acceptance criteria, UAT protocols, and documentation (Program Charter, BRDs, FRDs, SOPs).
•Own CX business systems strategy and roadmap, including initiation, vendor selection, implementation, optimization, and governance across Expert/Professional Services, Partner Led Delivery, Customer Success, and Customer/Technical Support.
•Lead AI adoption across the CX technology stack, identifying high-impact AI use cases and embedding AI-driven automation into CX workflows.
•Manage vendor relationships and escalations, own CX system budgets/resources, and partner with CX Operations, Enablement/Productivity, Data Analytics, and Growth Engineering to ensure scalable technology and reliable data foundations.

Pay and Benefits

Salary: USD 184,000 - 234,000 annually

Perks:Health InsuranceDentalVisionRetirementPaid LeaveEquityLearning BudgetParental Leave

Key Requirements

•Bachelor's degree (or equivalent) in IT, Computer Science, Engineering, Business, or a related field; MBA is a plus.
•15+ years of experience in Business Systems, including at least 5 years in a CX-systems leadership or management role.
•Proven track record leading CX technology strategy and delivering large-scale technology initiatives with strong project/program management best practices.
•Working experience with Salesforce (Service Cloud, Customer Experience Cloud) and other common CX tools such as Gainsight, Certinia, RocketLane, SupportLogic, and SearchUnify.
•Hands-on experience evaluating and deploying AI solutions in a CX or GTM context, including workflow automation and data-driven decision systems.

Experience:15+ yearsSaaSCustomer engagementGTM

Education:Bachelor's

Skills:LeadershipCommunicationStakeholder managementInfluenceCollaboration

Certifications:SalesforceGainsightCertinia

Languages:English

Tech Stack:SalesforceService CloudCustomer Experience CloudGainsightCertiniaRocketLaneSupportLogicSearchUnifyAIWorkflow automationUATAPI managementIntegrationsAgile

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