Director, CX Business Systems

Braze
Chicago
Workplace: OnsiteFull timeUSD 184,000 - 234,000 annuallyFunction: Executive & General ManagementEducation: bachelorsSkills: ["Leadership","Communication","Stakeholder management","Collaboration","Strategic thinking"]

Lead the CX business systems organization for post-sales/customer experience, managing a team of business systems analysts and technical program managers. Define and execute the CX technology roadmap across key CX functions, drive delivery excellence with strong governance, and partner with CX leadership on scalable strategy. Own vendor relationships, integrations, and lifecycle governance while leading AI-first transformation for CX workflows and data-driven automation.

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Braze
Braze
1 month ago

Director, CX Business Systems

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Last checked: 2 hours agoStatus: Live

Job Summary

Lead the CX business systems organization for post-sales/customer experience, managing a team of business systems analysts and technical program managers. Define and execute the CX technology roadmap across key CX functions, drive delivery excellence with strong governance, and partner with CX leadership on scalable strategy. Own vendor relationships, integrations, and lifecycle governance while leading AI-first transformation for CX workflows and data-driven automation.
Location: Chicago
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), driving innovation and continuous improvement.
  • •Define and execute the CX technology strategy and roadmap, including development, ownership, maintenance, and governance of CX business systems.
  • •Drive delivery excellence using iterative shipping, acceptance criteria, UAT protocols, and documentation (Program Charter, BRDs, FRDs, SOPs).
  • •Lead AI adoption across the CX technology stack by identifying high-impact use cases and embedding AI-driven automation into CX workflows.
  • •Oversee CX systems initiatives end-to-end, including vendor selection and escalations, and partner with data and growth teams on reliable data foundations for CX insights.

Pay and Benefits

Salary: USD 184,000 - 234,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionLife InsuranceDisabilityPaid LeaveParental LeaveRetirementRsusLearning BudgetEquity

Key Requirements

  • •15+ years of experience in business systems, including 5+ years in a leadership/management role focused on CX systems.
  • •Proven track record leading CX technology strategy and delivering large-scale technology initiatives using project/program management best practices.
  • •Working experience in Salesforce (Service Cloud, Customer Experience Cloud) and other common CX tools (e.g., Gainsight, Certinia, RocketLane, SupportLogic, SearchUnify).
  • •Hands-on experience evaluating and deploying AI solutions in a CX or GTM context, translating business outcomes into technology requirements.
  • •Bachelor’s degree (or equivalent) in IT, Computer Science, Engineering, Business, or related field; MBA is a plus.
Experience:SaaSCustomer experience (CX)CX technologyGTM
Education:Bachelor's
Skills:LeadershipCommunicationStakeholder managementCollaborationStrategic thinking
Tech Stack:SalesforceSalesforce Service CloudSalesforce Customer Experience CloudGainsightCertiniaRocketLaneSupportLogicSearchUnifyAIUATGDPRCCPA

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