Director, CX Business Systems

Braze•New York, NY

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 set the strategic roadmap for the CX technology stack. This leadership role combines business-process expertise with technology leadership to drive operational excellence and support company growth. The Director defines and executes the strategy, roadmap, development, ownership, and maintenance of systems supporting Expert/Professional Services, Partner Led Delivery, Customer Success, and Customer/Technical Support. The role leads a high-performing BSA and TPM team, serves as a strategic technology partner to CX executive leadership, and advances AI adoption across CX systems and workflows. The position owns CX technology initiatives throughout their lifecycle, vendor relationships, systems budgets and resources, work intake governance, capacity planning, and the CX transformation roadmap. It also partners across CX Operations, Enablement/Productivity, Data Analytics, Growth Engineering, and Business Systems Delivery & Support to ensure effective execution, data foundations, and integrated systems.

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.
Track record of leading CX technology strategy and delivering large-scale technology initiatives; deep understanding of project and program management methodologies and best practices.
Experience establishing and running new functions within existing organizations.
Working experience with Salesforce, including Service Cloud and Customer Experience Cloud, and other common CX tools.
Exceptional leadership, communication, and stakeholder-management skills, with ability to influence and build consensus among stakeholders at all organizational levels.
Strategic, data-driven mindset and hands-on approach, with ability to define vision and guide teams through 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 team of Business Systems Analysts and Technical Program Managers, 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 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 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 use cases, evaluating AI-native tools, and embedding AI-driven automation into CX workflows.
Establish AI-first practices within the BSA and TPM team, including shared AI workflows, role-level expectations, agentic workflows, and automated analysis.
Partner with Data Analytics and Growth Engineering to align CX systems with data models, integrations, pipeline dependencies, and reporting infrastructure.
Advise on CX systems and promote a cohesive, integrated cross-functional technology ecosystem.
Evaluate emerging CX technologies and industry trends for potential application to Braze’s CX capabilities.
Manage CX technology vendor relationships, optimizing value and service levels.
Own vendor and cross-functional escalations, including contract and scope disputes, delivery-partner capacity and commitment conflicts, and competing priorities; partner with CX Operations to balance urgency with roadmap commitments.
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 on 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 grants of restricted stock (RSUs).
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.
Collaborative, transparent, and fun culture recognized as a Great Place to Work.