Senior CX Operations Lead

Braze•Chicago, IL

2d•$80,910 - $114,840•Hybrid

About The Position

The Senior CX Operations Lead owns and continuously improves operational processes and business requirements across the Expert Services (ES) and Partner Services (PS) divisions. The role applies B2B SaaS CX Services operations expertise—including services scoping and delivery, partner enablement and qualification, resource and capacity planning, and services revenue and utilization—to identify bottlenecks and manual work, then design scalable solutions that improve efficiency. This position leads operational improvement programs aligned with departmental and company OKRs, develops reporting frameworks with the Data Engineering Enterprise Platform team, and helps teams use analytics in daily operations. It partners with CX leaders and operational, technical, and enablement teams; translates business cases into specifications and requirements; and works with Business Systems and Growth Engineering teams on scalable systems and AI solutions. The role also supports change management, documentation, training, and adoption. The position provides leadership through influence rather than direct reports, guiding decisions and alignment across upstream and downstream teams. It calls for advanced Salesforce proficiency, strong data analysis skills, and the ability to resolve complex operational challenges autonomously. The role is hybrid. For U.S.-based candidates, the expected starting pay range is $80,910–$114,840 per year, with expected on-target earnings of $93,000–$132,000 per year, including bonus or commission. The role also qualifies for equity grants of restricted stock units.

Requirements

At least 5 years of relevant experience in Operations or Process Improvement, preferably in a SaaS company.
Strong experience with datasets and advanced data analysis using industry tools.
Advanced proficiency with Salesforce.
Proven ability to design and deliver operational programs that produce meaningful efficiency improvements.
Ability to manage complex divisional projects and operational excellence frameworks.
Demonstrated experience using data analysis and insights to drive strategic business decisions.
Strong organizational skills and attention to detail, including translating business cases into precise specifications and requirements documents.
Strong expertise in business process modeling or improvement methodologies.
Ability to assess when to build solutions with Salesforce and when to use alternative technical tools.
Experience with PSA/ERP tools and advanced Excel or reporting platforms.
Measurable evidence of driving meaningful change in an Operations environment.
Exceptional written and verbal communication skills, including comfort presenting to and influencing senior stakeholders.
Ability to collaborate, build consensus, and align senior stakeholders and upstream and downstream teams.
Ability to work autonomously, take initiative, and resolve complex issues with minimal guidance.

Nice To Haves

3–4 years of experience with B2B SaaS business operations supporting a CX Services group, including professional or expert services delivery, partner services and programs, client implementation, and technical support workflows.
Experience supporting operations for Expert Services and Partner Services functions.
Strong working knowledge of Snowflake.

Responsibilities

Own and continuously improve operational processes and business requirements within the Expert Services and Partner Services divisions.
Identify operational bottlenecks and manual pain points, and design scalable solutions to improve efficiency.
Lead high-impact operational programs aligned with departmental and company OKRs.
Collaborate with the Data Engineering Enterprise Platform team to establish and maintain reporting frameworks that provide senior leadership with actionable operational insights.
Promote data-driven decision-making and help teams use analytics in their daily operations.
Serve as a trusted advisor and liaison between the CX business and operational and technical teams, including CX division leaders and the Program Management team.
Build collaborative relationships with GTM Operations and CBO Enablement, and partner with Business Systems, including Salesforce Administration, to prioritize initiatives for Support and Services.
Translate business cases into clear specifications and requirements, define business needs, and work with Business Systems to develop scalable technical solutions.
Work with Growth Engineering teams to design and build AI solutions that improve operational efficiency.
Help develop change management strategies for new processes and systems, lead internal documentation efforts, and partner with CBO Enablement on organization-wide training and adoption.
Use knowledge of CX systems and complex datasets to support strategic process analysis.
Lead through influence, guiding decisions, building alignment, and fostering continuous improvement across teams.

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.
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.
Equity grants of restricted stock units.