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 CX business systems strategy and execution for Post Sales / Customer Experience, directing a team of Business Systems Analysts and Technical Program Managers. Own the roadmap for CX technology spanning Customer Success, Customer/Technical Support, and services delivery, while driving delivery excellence, governance, and vendor management. Partner with CX leadership to translate objectives into scalable systems and accelerate AI-first transformation across CX workflows using reliable data foundations and integrations.

Location: New York

Workplace: Onsite

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).
•Define and execute the CX business systems strategy and roadmap, owning development, maintenance, and governance across CX technology stack.
•Drive delivery excellence with iterative shipping, acceptance criteria, UAT protocols, and documentation (Program Charter, BRDs, FRDs, SOPs).
•Manage vendor relationships and lead escalations, including contract/scope disputes and capacity/priority conflicts with delivery partners.
•Lead AI adoption across the CX technology stack, embedding AI-driven automation into CX workflows and codifying AI-enabled practice within the team.

Pay and Benefits

Salary: USD 184,000 - 234,000 annually

Equity and Bonus:Equity

Perks:RetirementEquityPaid LeaveHealth InsuranceDentalVisionLife InsuranceDisability InsuranceParental LeaveLearning Budget

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

Experience:15+ yearsSaaSCustomer experience (CX)

Education:Bachelor's

Skills:LeadershipCommunicationStakeholder managementStrategic thinkingInfluence

Languages:English

Tech Stack:SalesforceService CloudCustomer Experience CloudGainsightCertiniaRocketLaneSupportLogicSearchUnifyAIWorkflow automationAPIsIntegrationsUATAgile developmentData modelsBusiness intelligence (BI)

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: New York

Workplace: Onsite

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).
•Define and execute the CX business systems strategy and roadmap, owning development, maintenance, and governance across CX technology stack.
•Drive delivery excellence with iterative shipping, acceptance criteria, UAT protocols, and documentation (Program Charter, BRDs, FRDs, SOPs).
•Manage vendor relationships and lead escalations, including contract/scope disputes and capacity/priority conflicts with delivery partners.
•Lead AI adoption across the CX technology stack, embedding AI-driven automation into CX workflows and codifying AI-enabled practice within the team.

Pay and Benefits

Salary: USD 184,000 - 234,000 annually

Equity and Bonus:Equity

Perks:RetirementEquityPaid LeaveHealth InsuranceDentalVisionLife InsuranceDisability InsuranceParental LeaveLearning Budget

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

Experience:15+ yearsSaaSCustomer experience (CX)

Education:Bachelor's

Skills:LeadershipCommunicationStakeholder managementStrategic thinkingInfluence

Languages:English

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