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 CX Business Systems team, including Business Systems Analysts (BSA) and Technical Program Managers (TPM), to define and execute the strategy and roadmap for the CX technology stack. Drive delivery excellence with iterative shipping, UAT, and comprehensive documentation; govern work intake and OKRs; oversee lifecycle initiatives from vendor selection through implementation and governance. Own CX systems budgets, vendor relationships, escalations, and drive AI-first transformation across CX workflows and data foundations.

Location: Austin

Workplace: Onsite

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Lead and develop the BSA and TPM team, fostering innovation, collaboration, and continuous improvement.
•Define and execute the CX technology roadmap, including work intake governance, OKR definition/feasibility, charter discipline, and capacity planning.
•Drive delivery excellence using iterative shipping, acceptance criteria, UAT protocols, and documentation (Program Charter, BRDs, FRDs, SOPs).
•Oversee the full lifecycle of CX systems initiatives, including vendor selection, implementation, optimization, and governance.
•Lead AI adoption across the CX technology stack by identifying high-impact use cases and embedding AI-driven automation into CX workflows and team practices.

Pay and Benefits

Salary: USD 184,000 - 234,000 annually

Perks:Health InsuranceDentalVisionLife InsuranceDisability InsurancePaid LeaveParental LeaveLearning BudgetEquityRetirement

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 leadership/management role focused on CX systems.
•Track record leading CX technology strategy and delivering large-scale technology initiatives with strong program/project management practices.
•Working experience in Salesforce (Service Cloud, Customer Experience Cloud) and other CX tools such as Gainsight, Certinia, RocketLane, SupportLogic, and SearchUnify.
•Hands-on experience evaluating and deploying AI solutions in CX or GTM contexts, translating business outcomes into technology requirements.

Experience:15+ yearsSaaSCustomer experienceGTM

Education:Bachelor's

Skills:LeadershipCommunicationStakeholder managementConsensus buildingData-driven mindset

Languages:English

Tech Stack:SalesforceService CloudCustomer Experience CloudGainsightCertiniaRocketLaneSupportLogicSearchUnifyAIWorkflow automationUATAgileIntegrationsAPI managementData modelsReporting infrastructure

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: Austin

Workplace: Onsite

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Lead and develop the BSA and TPM team, fostering innovation, collaboration, and continuous improvement.
•Define and execute the CX technology roadmap, including work intake governance, OKR definition/feasibility, charter discipline, and capacity planning.
•Drive delivery excellence using iterative shipping, acceptance criteria, UAT protocols, and documentation (Program Charter, BRDs, FRDs, SOPs).
•Oversee the full lifecycle of CX systems initiatives, including vendor selection, implementation, optimization, and governance.
•Lead AI adoption across the CX technology stack by identifying high-impact use cases and embedding AI-driven automation into CX workflows and team practices.

Pay and Benefits

Salary: USD 184,000 - 234,000 annually

Perks:Health InsuranceDentalVisionLife InsuranceDisability InsurancePaid LeaveParental LeaveLearning BudgetEquityRetirement

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 leadership/management role focused on CX systems.
•Track record leading CX technology strategy and delivering large-scale technology initiatives with strong program/project management practices.
•Working experience in Salesforce (Service Cloud, Customer Experience Cloud) and other CX tools such as Gainsight, Certinia, RocketLane, SupportLogic, and SearchUnify.
•Hands-on experience evaluating and deploying AI solutions in CX or GTM contexts, translating business outcomes into technology requirements.

Experience:15+ yearsSaaSCustomer experienceGTM

Education:Bachelor's

Skills:LeadershipCommunicationStakeholder managementConsensus buildingData-driven mindset

Languages:English

Tech Stack:SalesforceService CloudCustomer Experience CloudGainsightCertiniaRocketLaneSupportLogicSearchUnifyAIWorkflow automationUATAgileIntegrationsAPI managementData modelsReporting infrastructure

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