Director, CX Business Systems

In this role you will lead Braze's CX technology landscape, guiding a high-performing BSA/TPM team to shape the CX platform roadmap. You'll partner with CX leadership to translate business goals into scalable tech strategy and drive AI-enabled improvements across post-sales functions. The role combines deep process know-how with hands-on tech delivery to accelerate growth and improve CX outcomes. You'll work cross-functionally to own vendor relationships, governance, and platform investments, delivering impact at scale.

• Competitive compensation including equity
• Retirement and Employee Stock Purchase Plans
• Flexible paid time off
• Medical, dental, vision, life, and disability
• Fertility benefits and equal paid parental leave
• Professional development with learning stipend

• Lead and develop a high-performing BSA/TPM team with focus on innovation and continuous improvement
• Drive delivery excellence with clear criteria, UAT, and thorough documentation to enable adoption
• Translate CX objectives into scalable technology strategy and communicate decisions clearly to executives
• Collaborate with CX Operations/Enablement and Productivity teams to improve organizational efficiency
• Oversee CX systems from initiation to governance, including vendor selection and optimization
• Lead AI adoption across the CX tech stack and embed AI-driven automation into workflows
• Codify AI workflows, set expectations for AI-enabled work, and scale capacity with automated analysis
• Partner with Data Analytics and Growth Engineering to ensure reliable data foundations for CX insights
• Act as principal advisor for an integrated CX technology ecosystem and stay ahead of trends
• Own CX systems budgets, resources, and platform transformation roadmaps
• Lead work intake governance, OKR feasibility, and capacity planning aligned to roadmap
• Coordinate with Business Systems Delivery & Support for seamless CX platform enhancements

• 15+ years in Business Systems, with >=5 years in CX-focused leadership
• Track record delivering large-scale CX technology initiatives and strong PM/leadership skills
• Experience establishing/running new functions within organizations
• Hands-on with Salesforce (Service Cloud, Customer Experience Cloud) and other CX tools (Gainsight, Certinia, RocketLane, SupportLogic, SearchUnify)
• Exceptional leadership, communication, and stakeholder management
• Strategic, data-driven mindset with hands-on ability to guide tactical challenges
• Deep understanding of end-to-end Post Sales/CX for SaaS
• Experience evaluating and deploying AI solutions in CX/GTM contexts

• leadership
• stakeholder management
• communication
• Salesforce Service Cloud
• Salesforce Customer Experience Cloud
• Gainsight