Director, CX Business Systems

Braze•San Francisco, CA

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 senior leadership role combines business-process expertise and technology leadership to drive operational excellence and support company growth. The director is responsible for strategy, roadmap, development, ownership, and maintenance of systems supporting Expert/Professional Services, Partner Led Delivery, Customer Success, and Customer/Technical Support. The role partners with CX executives and cross-functional teams, leads a high-performing BSA and TPM team, and drives AI adoption across CX systems and workflows. The position oversees CX technology initiatives throughout their lifecycle, including vendor selection, implementation, optimization, and governance. It owns CX systems, budgets, resources, vendor relationships, escalations, and the technology transformation roadmap. The role also establishes work-intake governance, OKRs, charter discipline, and capacity planning, while partnering with Data Analytics, Growth Engineering, CX Operations and Enablement/Productivity, and Business Systems Delivery & Support. Braze offers competitive compensation that may include equity, retirement and Employee Stock Purchase Plans, flexible paid time off, comprehensive benefits, family services, professional development, and a curated in-office employee experience. Benefits vary by location. For U.S.-based candidates, the stated base pay range is $184,000–$234,000 per year, with expected OTE of $217,000–$275,000 per year, including bonus or commission.

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.
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 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 across diverse stakeholders.
Strategic, data-driven mindset and hands-on approach, with the ability to define a vision and guide a team 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 (BI), 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 drive organizational efficiencies.
Oversee CX systems initiatives from initiation and vendor selection through implementation, optimization, and governance.
Lead AI adoption across the CX technology stack, identifying high-impact use cases, evaluating AI-native tools, and embedding AI-driven automation in 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 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 cross-functional technology ecosystem.
Monitor emerging CX technologies and industry trends and evaluate their potential application to Braze's CX capabilities.
Own vendor relationships for CX technology platforms and optimize 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 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, including restricted stock unit (RSU) grants.
Retirement plans and Employee Stock Purchase Plans.
Flexible paid time off.
Comprehensive medical, dental, vision, life, and disability benefit plans.
Family services, including fertility benefits and equal paid parental leave.
Professional development supported by 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.