Director, CX Business Systems

Braze•Chicago, IL

3d•$184,000 - $234,000

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. This visible leadership role combines deep knowledge of business processes and best practices with technology expertise to drive operational excellence and company growth. The Director is responsible for strategy, roadmap, development, ownership, and maintenance of business systems supporting Expert/Professional Services, Partner Led Delivery, Customer Success, and Customer/Technical Support. The role leads a high-performing BSA and TPM team, acts as a strategic technology partner to CX executive leadership, and drives AI adoption across CX systems and workflows. It also owns the CX systems, transformation roadmap, vendor relationships, budgets, resources, work intake governance, and technology investment decisions. The role partners across CX Operations and Enablement/Productivity, Data Analytics, Growth Engineering, and Business Systems Delivery & Support to ensure effective execution, reliable data foundations, and an integrated technology ecosystem. Braze offers competitive compensation that may include equity and a comprehensive Total Rewards package. U.S.-based candidates are expected to receive a base pay range of $184,000–$234,000 per year and OTE of $217,000–$275,000 per year, subject to individualized factors.

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 knowledge of project and program management methodologies and best practices.
Experience establishing and running new functions within existing organizations.
Working experience with Salesforce Service Cloud and 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 stakeholders at all organizational levels.
Strategic, data-driven mindset and hands-on approach, with the ability to define a vision and guide teams through tactical technical challenges.
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

MBA.
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, and reporting tools.
Understanding of data privacy regulations such as GDPR and CCPA as they relate to CX/GTM data.

Responsibilities

Lead and develop a high-performing Business Systems Analyst (BSA) and Technical Program Manager (TPM) team, 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 improve organizational efficiency.
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 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 ensure CX systems have a reliable data foundation, including aligned data models, integrations, pipeline dependencies, and reporting infrastructure.
Advise on CX systems and ensure a cohesive, integrated cross-functional technology ecosystem.
Monitor emerging CX technologies and industry trends and assess their potential to improve CX capabilities.
Own and manage vendor relationships for CX technology platforms, optimizing value and service levels.
Manage vendor and cross-functional escalations, including contract and scope disputes, delivery-partner capacity and commitment conflicts, and competing priorities, partnering with CX Operations to balance urgency and roadmap commitments.
Own CX systems, budgets, and resources, and make strategic decisions about technology investments and resource allocation.
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; role qualifies for restricted stock unit equity grants.
Retirement and Employee Stock Purchase Plans.
Flexible paid time off.
Medical, dental, vision, life, and disability benefit plans.
Family services, including 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, including an annual company-wide Volunteer Week and donation matching.
Employee Resource Groups.
Collaborative, transparent, and fun culture recognized as a Great Place to Work.