Director, CX Business Systems

Braze
San Francisco
Full timeUSD 184,000 - 234,000 annuallyFunction: Executive & General ManagementExperience: 15+ yearsSkills: ["Leadership","Communication","Stakeholder management","Strategic thinking","Bias toward action"]

Lead CX business systems strategy and execution for post-sales/customer experience, managing a team of business systems analysts and technical program managers. Own the roadmap and lifecycle of CX systems initiatives across planning, vendor selection, implementation, optimization, and governance. Partner with CX, Data Analytics, and Growth Engineering to ensure reliable data foundations, drive AI adoption and automation across CX workflows, and maintain documentation that enables scalable system adoption.

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Braze
Braze
1 month ago

Director, CX Business Systems

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Job Summary

Lead CX business systems strategy and execution for post-sales/customer experience, managing a team of business systems analysts and technical program managers. Own the roadmap and lifecycle of CX systems initiatives across planning, vendor selection, implementation, optimization, and governance. Partner with CX, Data Analytics, and Growth Engineering to ensure reliable data foundations, drive AI adoption and automation across CX workflows, and maintain documentation that enables scalable system adoption.
Location: San Francisco
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), driving innovation and continuous improvement.
  • •Define and execute CX systems strategy and roadmap, owning development, maintenance, budgets, resources, and governance.
  • •Drive delivery excellence using iterative shipping, acceptance criteria, UAT protocols, and comprehensive documentation.
  • •Lead AI adoption across the CX technology stack by identifying high-impact use cases and embedding AI-driven automation into CX workflows.
  • •Oversee CX systems initiatives end-to-end, including vendor relationships, escalations, and resolution of contract/scope and prioritization conflicts.

Pay and Benefits

Salary: USD 184,000 - 234,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionLife InsuranceDisabilityRetirementEquityPaid LeaveLearning Budget

Key Requirements

  • •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/management role focused on CX systems.
  • •Proven track record leading CX technology strategy and delivering large-scale technology initiatives using project/program management methodologies.
  • •Experience with 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/GTM contexts, translating business outcomes into technology requirements.
Experience:15+ yearsSaaSCustomer experienceCX technologyAI-native SaaS
Skills:LeadershipCommunicationStakeholder managementStrategic thinkingBias toward action
Languages:English
Tech Stack:SalesforceService CloudCustomer Experience CloudGainsightCertiniaRocketLaneSupportLogicSearchUnifyAIAPI managementData warehousingBusiness intelligence

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
WebsiteLinkedIn