Director, CX Business Systems

Braze•Austin, TX

3d•$184,000 - $234,000•Hybrid

About The Position

Braze is seeking a Director, CX Business Systems to lead its Post Sales / Customer Experience (CX) business systems analysts (BSA) and technical program managers (TPM), and define the strategic roadmap for the CX technology stack. The role combines business-process expertise and technology leadership to drive operational excellence and support company growth. It is responsible for the strategy, roadmap, development, ownership, and maintenance of systems supporting Expert/Professional Services, Partner Led Delivery, Customer Success, and Customer/Technical Support. The Director will lead a high-performing BSA and TPM team, act as a strategic technology partner to CX executive leadership, and drive AI adoption across the CX technology stack. The role owns CX systems, budgets, resources, vendor relationships, work intake governance, and the technology transformation roadmap. It also partners across CX Operations, Enablement/Productivity, Data Analytics, Growth Engineering, and Business Systems Delivery & Support to ensure scalable, integrated systems and reliable data foundations.

Requirements

Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering, Business, or a related field.
15+ years of experience in Business Systems, including at least 5 years in a leadership or management role focused on CX systems.
Proven track record leading CX technology strategy and delivering large-scale technology initiatives, with deep understanding of project and program management methodologies and best practices.
Experience establishing and running new functions within existing organizations.
Working experience with Salesforce (Service Cloud, Customer Experience Cloud) and common CX tools such as Gainsight, Certinia, RocketLane, SupportLogic, or SearchUnify.
Exceptional leadership, communication, and stakeholder-management skills, including the ability to influence and build consensus among diverse stakeholders at all organizational levels.
Strategic, data-driven mindset and hands-on approach, with the ability to define a vision and guide tactical technical work.
Strong business acumen and deep understanding of end-to-end Post Sales / CX processes for a SaaS business.
Hands-on experience evaluating and deploying AI solutions in a CX or GTM context, including AI-native SaaS tools, workflow automation, and data-driven decision systems, and translating business outcomes into technology requirements.
Proven ability to manage complex projects with multiple dependencies and cross-functional teams.
Familiarity with agile development methodologies for system enhancements and implementations.

Nice To Haves

Certifications in one or more core CX technology platforms, such as Salesforce, Gainsight, or Certinia.
Experience with integrations and API management.
Familiarity with data warehousing, business intelligence (BI), and reporting tools.
Understanding of data privacy regulations such as GDPR and CCPA as they relate to CX/GTM data.
MBA.

Responsibilities

Lead and develop a high-performing team of Business Systems Analysts (BSA) and Technical Program Managers (TPM), fostering innovation, collaboration, and continuous improvement.
Drive delivery excellence through iterative shipping, clear acceptance criteria, UAT protocols, and documentation such as Program Charters, BRDs, FRDs, and SOPs.
Build relationships with CX executive stakeholders, translate their objectives into scalable technology strategy, and communicate decisions, tradeoffs, and outcomes transparently.
Collaborate with CX Operations and Enablement/Productivity teams to drive organizational efficiencies.
Oversee the full lifecycle of CX systems initiatives, from initiation and vendor selection through implementation, optimization, and governance.
Lead AI adoption across the CX technology stack by identifying high-impact use cases, evaluating AI-native tools, and embedding AI-driven automation into CX workflows.
Drive AI-first transformation within the BSA and TPM team by codifying shared AI workflows, setting role-level expectations, and scaling capacity and quality through agentic workflows and automated analysis.
Partner with Data Analytics and Growth Engineering to align data models, integrations, pipeline dependencies, and reporting infrastructure for CX insights and AI initiatives.
Serve as the principal advisor on CX systems and ensure a cohesive, integrated technology ecosystem across functions.
Monitor emerging CX technologies and industry trends, evaluating their potential to enhance Braze's CX capabilities.
Own and manage vendor relationships for CX technology platforms, optimizing value and service levels.
Own vendor and cross-functional escalations, resolving contract and scope disputes, delivery-partner capacity and commitment conflicts, and competing priorities in partnership with CX Operations.
Manage CX systems, budgets, and resources, and make strategic technology investment and resource-allocation decisions.
Own the CX technology transformation roadmap, including active platform rollouts and decisions about new platforms.
Lead work intake governance, OKR definition and feasibility, charter discipline, and capacity planning against roadmap commitments.
Partner with Business Systems Delivery & Support teams to ensure seamless technical execution of CX platform enhancements.

Benefits

Competitive compensation that may include equity.
Retirement and Employee Stock Purchase Plans.
Flexible paid time off.
Comprehensive medical, dental, vision, life, and disability benefit plans.
Family services that include fertility benefits and equal paid parental leave.
Professional development through formal career pathing, learning platforms, and a yearly learning stipend.
Curated in-office employee experience designed to foster community, team connections, and innovation.
Opportunities to give back through an annual company-wide Volunteer Week and donation matching.
Employee Resource Groups that provide supportive communities.
Collaborative, transparent, and fun culture recognized as a Great Place to Work.
Equity grants of restricted stock (RSUs).