Senior CX Operations Lead

Braze • New York, NY

2d • $84,390 - $120,930 • Hybrid

About The Position

The Senior CX Operations Lead owns and continuously improves operational processes and business requirements within the Expert Services (ES) and Partner Services (PS) divisions. The role applies expertise in B2B SaaS operations for CX Services, including services scoping and delivery, partner enablement and qualification, resource and capacity planning, and services revenue and utilization. It identifies operational bottlenecks and manual work, then develops scalable solutions that improve efficiency.

The role leads operational improvement programs aligned with departmental and company OKRs, establishes reporting frameworks with the Data Engineering Enterprise Platform team, and helps leadership use analytics to understand operational efficiency. It serves as a trusted liaison among CX divisions, Program Management, GTM Operations, CBO Enablement, Business Systems, Salesforce Administration, and Growth Engineering. The lead translates business cases into specifications and requirements, helps design scalable systems and AI solutions, and contributes to change management, documentation, training, and adoption.

This is an influential leadership role without direct reports. Success requires advanced Salesforce proficiency, comfort with complex datasets and analytics, strong process-improvement capabilities, and the ability to align stakeholders and drive operational change autonomously. For U.S.-based candidates, the stated starting base pay range is $84,390–$120,930 per year, with expected OTE of $97,000–$139,000 per year, including bonus or commission. The role also qualifies for restricted stock units.

Requirements

• At least 5 years of relevant experience in Operations or Process Improvement, preferably within a SaaS company.
• Preferably 3–4 years of experience with B2B SaaS business operations supporting a CX Services group, including expert services delivery, partner services and programs, client implementation, and technical support workflows.
• Proven ability to manage complex divisional projects and operational excellence frameworks, ideally across Expert Services and Partner Services.
• Demonstrated experience analyzing data and using insights to drive strategic business decisions.
• Strong organizational skills and close attention to detail, including experience translating business cases into clear 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.
• Solid experience with PSA/ERP tools and advanced Excel or reporting platforms.
• Measurable evidence of driving meaningful change from within an Operations environment.
• Strong experience with datasets and advanced data analysis using industry tools, and advanced proficiency with Salesforce.
• Exceptional written and verbal communication skills, including the ability to present to and influence senior stakeholders.
• Ability to collaborate, build consensus, and align multiple senior stakeholders and upstream and downstream teams.
• Independent, results-oriented approach; able to work autonomously, take initiative, and resolve complex issues with minimal guidance.

Nice To Haves

• Strong working knowledge of Snowflake.

Responsibilities

• Own and continuously improve operational processes and business requirements within the Expert Services and Partner Services divisions.
• Identify bottlenecks and manual pain points in CX Services operations and design scalable solutions to improve efficiency.
• Lead high-impact operational programs that improve business processes and align 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 insights.
• Champion data-driven operations and help teams use analytics in their daily work.
• Act as a trusted advisor and liaison between CX business divisions and operational and technical teams, including Program Management.
• Build relationships with GTM Operations and CBO Enablement, and collaborate with Business Systems and Salesforce Administration to prioritize Support and Services initiatives.
• Develop business cases, specifications, and requirements in partnership with Business Systems, defining the what and why and contributing to the how of systems implementation.
• 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 training and adoption.
• Use advanced knowledge of CX systems, complex datasets, and analytics to support strategic process analysis.
• Lead through influence without direct reports, guiding decisions, building alignment, and fostering continuous improvement across upstream and downstream teams.

Benefits

• Competitive compensation that may include equity
• 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
• Annual company-wide Volunteer Week and donation matching
• Employee Resource Groups

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed