Director, CX Business Systems

Braze
Toronto
Workplace: OnsiteFull timeCAD 190,000 - 240,000 annuallyFunction: Executive & General ManagementExperience: 15+ yearsEducation: high_schoolSkills: ["Leadership","Stakeholder management","Communication","Strategic thinking","Data-driven mindset"]

Lead the CX business systems roadmap by directing a team of Business Systems Analysts and Technical Program Managers. Own CX systems across expert/professional services, partner-led delivery, customer success, and support functions—driving strategy, delivery excellence, governance, and adoption. Partner with CX leadership, CX Ops, and enablement teams to translate objectives into scalable technology initiatives, including AI-first transformation and integration with data and reporting foundations.

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FursaFursa
Braze
Braze
1 month ago

Director, CX Business Systems

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Job Summary

Lead the CX business systems roadmap by directing a team of Business Systems Analysts and Technical Program Managers. Own CX systems across expert/professional services, partner-led delivery, customer success, and support functions—driving strategy, delivery excellence, governance, and adoption. Partner with CX leadership, CX Ops, and enablement teams to translate objectives into scalable technology initiatives, including AI-first transformation and integration with data and reporting foundations.
Location: Toronto
Workplace: Onsite
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Lead and develop a team of Business Systems Analysts (BSA) and Technical Program Managers (TPM), fostering innovation and continuous improvement.
  • •Define and execute CX business systems strategy, roadmap, development, ownership, maintenance, and governance across multiple CX functions.
  • •Drive delivery excellence using iterative shipping, acceptance criteria, UAT protocols, and documentation such as BRDs/FRDs/SOPs.
  • •Own the 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 high-impact use cases and embedding AI-driven automation into CX workflows.

Pay and Benefits

Salary: CAD 190,000 - 240,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionLife InsuranceDisability InsuranceRetirementPaid LeaveParental LeaveLearning BudgetEquityRsus

Key Requirements

  • •Bachelor’s degree (or equivalent) in IT, Computer Science, Engineering, Business, or a related field; MBA is a plus.
  • •15+ years of business systems experience, including at least 5 years in a leadership/management role focused on CX systems.
  • •Proven success leading CX technology strategy and delivering large-scale technology initiatives using program/project management methodologies.
  • •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 a CX or GTM context, translating business outcomes into technology requirements.
Experience:15+ yearsSaaSCustomer engagementCXAIGTM
Education:High School in Information Technology, Computer Science, Engineering, Business, or a related field
Skills:LeadershipStakeholder managementCommunicationStrategic thinkingData-driven mindset
Languages:English
Tech Stack:SalesforceService CloudCustomer Experience CloudGainsightCertiniaRocketLaneSupportLogicSearchUnifyAPI managementUATOKRsAgile

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