Director, CX Business Systems

Braze
Austin
Full timeUSD 184,000 - 234,000 annuallyFunction: Executive & General ManagementExperience: 15+ yearsSkills: ["Leadership","Stakeholder management","Communication","Strategic thinking","Business acumen"]

Lead the Post Sales / Customer Experience (CX) business systems team, combining strategy and delivery to define and execute the CX technology roadmap. Manage Business Systems Analysts (BSAs) and Technical Program Managers (TPMs) across the CX technology ecosystem, ensuring adoption through clear governance, documentation, and iterative shipping. Drive AI-first transformation across CX workflows and partner with data and growth teams to build a reliable data foundation.

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Braze
Braze
1 month ago

Director, CX Business Systems

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Job Summary

Lead the Post Sales / Customer Experience (CX) business systems team, combining strategy and delivery to define and execute the CX technology roadmap. Manage Business Systems Analysts (BSAs) and Technical Program Managers (TPMs) across the CX technology ecosystem, ensuring adoption through clear governance, documentation, and iterative shipping. Drive AI-first transformation across CX workflows and partner with data and growth teams to build a reliable data foundation.
Location: Austin
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Lead and develop a team of Business Systems Analysts (BSAs) and Technical Program Managers (TPMs) to drive innovation and continuous improvement.
  • •Define and execute the CX business systems strategy and technology roadmap across Expert/Professional Services, Partner Led Delivery, Customer Success, and Customer/Technical Support.
  • •Drive delivery excellence using iterative shipping, acceptance criteria, UAT protocols, and documentation (Program Charter, BRDs, FRDs, SOPs).
  • •Oversee CX systems initiatives end-to-end, including initiation, vendor selection, implementation, optimization, and governance; manage vendor relationships and escalations.
  • •Lead AI adoption and AI-first transformation across the CX technology stack by identifying high-impact use cases and embedding AI-driven automation into CX workflows.

Pay and Benefits

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

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, with at least 5 years in a CX systems leadership/management role.
  • •Proven track record leading CX technology strategy and delivering large-scale initiatives using project/program management best practices.
  • •Working experience in 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 in a CX or GTM context, translating business outcomes into technology requirements.
Experience:15+ yearsSaaSCustomer engagementCXGTM
Skills:LeadershipStakeholder managementCommunicationStrategic thinkingBusiness acumen
Languages:English
Tech Stack:SalesforceService CloudCustomer Experience CloudGainsightCertiniaRocketLaneSupportLogicSearchUnifyUATOKRsAI agentsWorkflow automationAPI managementData models

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