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 of Business Systems Analysts and Technical Program Managers. Own the strategy and roadmap for the CX technology stack, including delivery governance, vendor relationships, budgeting, and system lifecycle execution. Drive AI-first transformation across CX workflows (e.g., case routing, health scoring, lifecycle triggers) and partner with data, analytics, and growth engineering to ensure a reliable data foundation for CX insights and AI initiatives.

Location: Toronto

Workplace: Onsite

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Lead and develop Business Systems Analysts and Technical Program Managers to drive innovation and continuous improvement.
•Drive delivery excellence using iterative shipping, acceptance criteria, UAT protocols, and documentation (Program Charter, BRDs, FRDs, SOPs).
•Translate CX executive objectives into scalable technology strategy and communicate decisions, tradeoffs, and outcomes transparently.
•Oversee the full lifecycle of CX systems initiatives, including initiation, vendor selection, implementation, optimization, and governance.
•Lead AI adoption and AI-first transformation across the CX technology stack, partnering to identify use cases and embed automation into CX workflows.

Pay and Benefits

Salary: CAD 190,000 - 240,000 annually

Equity and Bonus:Equity

Perks:RetirementEquityPaid LeaveHealth InsuranceDentalVisionPaid ParentalLearning BudgetVolunteer Week

Key Requirements

•Bachelor's degree (or equivalent) in IT, Computer Science, Engineering, Business, or related fields; 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.
•Proven track record leading CX technology strategy and delivering large-scale technology initiatives with strong project/program management methodology knowledge.
•Experience establishing and running new functions within existing organizations.
•Working experience in Salesforce (Service Cloud, Customer Experience Cloud) and other CX tools such as Gainsight, Certinia, RocketLane, SupportLogic, and SearchUnify.

Experience:15+ yearsSaaSCustomer experience (CX)

Education:Bachelor's

Skills:LeadershipCommunicationStakeholder managementStrategic thinkingHands-on problem solving

Tech Stack:SalesforceService CloudCustomer Experience CloudGainsightCertiniaRocketLaneSupportLogicSearchUnifyUATAIWorkflow automationIntegrationsAPI managementData warehousingBIReporting

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: Toronto

Workplace: Onsite

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Lead and develop Business Systems Analysts and Technical Program Managers to drive innovation and continuous improvement.
•Drive delivery excellence using iterative shipping, acceptance criteria, UAT protocols, and documentation (Program Charter, BRDs, FRDs, SOPs).
•Translate CX executive objectives into scalable technology strategy and communicate decisions, tradeoffs, and outcomes transparently.
•Oversee the full lifecycle of CX systems initiatives, including initiation, vendor selection, implementation, optimization, and governance.
•Lead AI adoption and AI-first transformation across the CX technology stack, partnering to identify use cases and embed automation into CX workflows.

Pay and Benefits

Salary: CAD 190,000 - 240,000 annually

Equity and Bonus:Equity

Perks:RetirementEquityPaid LeaveHealth InsuranceDentalVisionPaid ParentalLearning BudgetVolunteer Week

Key Requirements

•Bachelor's degree (or equivalent) in IT, Computer Science, Engineering, Business, or related fields; 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.
•Proven track record leading CX technology strategy and delivering large-scale technology initiatives with strong project/program management methodology knowledge.
•Experience establishing and running new functions within existing organizations.
•Working experience in Salesforce (Service Cloud, Customer Experience Cloud) and other CX tools such as Gainsight, Certinia, RocketLane, SupportLogic, and SearchUnify.

Experience:15+ yearsSaaSCustomer experience (CX)

Education:Bachelor's

Skills:LeadershipCommunicationStakeholder managementStrategic thinkingHands-on problem solving

Tech Stack:SalesforceService CloudCustomer Experience CloudGainsightCertiniaRocketLaneSupportLogicSearchUnifyUATAIWorkflow automationIntegrationsAPI managementData warehousingBIReporting

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