Director, CX Business Systems

Braze
New York
Workplace: OnsiteFull timeUSD 184,000 - 234,000 annuallyFunction: Executive & General ManagementExperience: 15+ yearsEducation: bachelorsSkills: ["Leadership","Communication","Stakeholder management","Strategic planning","Data-driven mindset"]

Lead the Post Sales / Customer Experience (CX) business systems roadmap by directing BSA and Technical Program Manager teams. Own strategy, development, and governance for CX technology supporting Expert/Professional Services, Partner-Led Delivery, Customer Success, and Support. Drive delivery excellence with UAT, documentation, and OKR/capacity governance. Partner with CX leadership to adopt AI across workflows, align on data foundations with analytics teams, and manage vendor relationships and escalations.

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FursaFursa
Braze
Braze
1 month ago

Director, CX Business Systems

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Last checked: 2 hours agoStatus: Live

Job Summary

Lead the Post Sales / Customer Experience (CX) business systems roadmap by directing BSA and Technical Program Manager teams. Own strategy, development, and governance for CX technology supporting Expert/Professional Services, Partner-Led Delivery, Customer Success, and Support. Drive delivery excellence with UAT, documentation, and OKR/capacity governance. Partner with CX leadership to adopt AI across workflows, align on data foundations with analytics teams, and manage vendor relationships and escalations.
Location: New York
Workplace: Onsite
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Lead and develop BSA and TPM teams, driving a culture of innovation, collaboration, and continuous improvement.
  • •Define and execute the CX technology strategy and roadmap for business systems supporting multiple CX business functions.
  • •Drive delivery excellence using iterative shipping, acceptance criteria, UAT protocols, and comprehensive program documentation.
  • •Oversee CX systems initiatives end-to-end, including vendor selection, implementation, optimization, and governance.
  • •Lead AI adoption across the CX technology stack and embed AI-driven automation into CX workflows and team practices.

Pay and Benefits

Salary: USD 184,000 - 234,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionLife InsuranceDisability InsuranceRetirementPaid LeaveLearning BudgetEquityParental Leave

Key Requirements

  • •15+ years of experience in business systems, including at least 5 years leading/managing work focused on CX systems.
  • •Proven track record delivering CX technology strategy and large-scale technology initiatives using project/program management best practices.
  • •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.
  • •Hands-on experience evaluating and deploying AI solutions in a CX/GTM context, including AI-native SaaS tools and workflow automation.
Experience:15+ yearsSaaSCustomer experienceGTM
Education:Bachelor's
Skills:LeadershipCommunicationStakeholder managementStrategic planningData-driven mindset
Languages:English
Tech Stack:Salesforce (Service Cloud)Salesforce (Customer Experience Cloud)GainsightCertiniaRocketLaneSupportLogicSearchUnifyAIAPIsAPI managementUATAgile

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