Braze
Director, CX Business Systems
Chicago · Director
Sponsorship not specifiedDetected 5 days ago
Data AnalysisAgentic AIComplianceStakeholder ManagementSalesforceCustomer SuccessCustomer SupportLeadershipCommunicationCollaboration
About the role
- We're a genuinely approachable, exceptionally kind, and intensely passionate crew.
- There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.
- If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back.
Responsibilities
- This is a critical and visible leadership role for an experienced and visionary professional who can combine a deep understanding of business processes and best practices, with a mastery of technology to drive operational excellence and accelerate company growth.
- This role will be responsible for defining and executing the strategy, roadmap, development, ownership, and maintenance of all business systems supporting our CX business domain that includes - Expert/Professional Services, Partner Led Delivery, Customer Success, and Customer/Technical Support business functions.
- This role demands a leader who can lead a high-performing BSA and TPM team, serve as a strategic technology partner to CX executive leadership, and drive the adoption of AI across the CX technology stack.
- Lead and develop a high-performing team of Business Systems Analysts (BSA) and Technical Program Managers (TPM), fostering a culture of innovation, collaboration, and continuous improvement
- Drive delivery excellence through iterative shipping, clear acceptance criteria, UAT protocols, and comprehensive documentation (Program Charter, BRDs, FRDs, SOPs) that enable effective system adoption
- Build strong relationships with executive stakeholders across the CX domain, translate their objectives into scalable technology strategy, and communicate decisions, tradeoffs, and outcomes transparently
- Collaborate closely with the CX Operations and Enablement/Productivity teams to drive organizational efficiencies
- Drive AI-first transformation within the BSA+TPM team by codifying AI workflows into shared practice, setting role-level expectations for AI-enabled work, and scaling capacity and quality through agentic workflows and automated analysis
- Partner with the Data Analytics and Growth Engineering teams to ensure CX systems are built on a reliable data foundation - aligning on data models, integrations, pipeline dependencies, and reporting infrastructure to power CX insights and AI initiatives
- Own and manage vendor relationships for CX technology platforms, optimizing value and service levels
Requirements
- 15+ years of experience in Business Systems, with at least 5 years in a leadership or management role focused on CX systems
- Proven track record of successfully leading CX technology strategy and delivering large-scale technology initiatives, with a deep understanding of project / program management methodologies and best practices
- Experience establishing and running new functions within existing organizations
- Working experience in Salesforce (Service Cloud, Customer Experience Cloud), and other common CX tools, e.g., Gainsight, Certinia, RocketLane, SupportLogic, SearchUnify, etc.
- Familiarity with agile development methodologies for system enhancements and implementations
Nice to have
- Certifications in one or more core CX technology platforms, e.g. Salesforce, Gainsight, Certinia, etc.
- Experience with integrations and API management
- Familiarity with data warehousing, business intelligence (BI), and reporting tools
- Understanding of data privacy regulations (e.g. GDPR, CCPA, etc) as they relate to CX/GTM data
- Employee Resource Groups that provide supportive communities within Braze
- Collaborative, transparent, and fun culture recognized as a Great Place to Work®
- Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering, Business, or a related field
Compensation
- Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
Benefits
- More details on benefits plans will be provided if you receive an offer of employment.
- Braze offers benefits such as:
- Competitive compensation that may include equity
- Retirement and Employee Stock Purchase Plans
- Flexible paid time off
- Comprehensive benefit plans covering medical, dental, vision, life, and disability
- Family services that include fertility benefits and equal paid parental leave
- Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
- Braze benefits vary by location, and we encourage you to review our specific benefits offerings for each country here.
- From offering comprehensive benefits to fostering hybrid ways of working, we've got you covered so you can prioritize work-life harmony.
Company info
- Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.
- Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.
- If Braze sounds like a place where you can thrive, we can't wait to meet you.
- Braze is a leading customer engagement platform, powering relevant and memorable experiences between brands and their customers.
- We are seeking a Director, CX Business Systems to lead our Post Sales / Customer Experience (CX) business systems analysts (BSA) and technical program managers (TPM) team, and define the strategic roadmap for our CX technology stack.
This listing is sourced directly from Braze's careers page and normalized into a canonical job model.