Senior CX Operations Lead

Braze•San Francisco, CA

2d•$84,390 - $120,930•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 knowledge of B2B SaaS operations for customer experience services—including services scoping and delivery, partner enablement and qualification, resource and capacity planning, and services revenue and utilization—to identify bottlenecks and manual work and create scalable solutions. The position leads high-impact programs aligned with departmental and company OKRs, and partners with Data Engineering Enterprise Platform (DEEP) to establish reporting frameworks and promote data-informed operations. It serves as a trusted liaison among CX business divisions, Program Management, GTM Operations, CBO Enablement, Business Systems (BZS), Salesforce Administration, and Growth Engineering. The role translates business cases into specifications and requirements, helps define and implement scalable systems solutions, and collaborates on AI solutions that improve operational efficiency. It also contributes to change-management strategy, documentation, training, and adoption. This is an influential leadership role without direct reports, requiring advanced Salesforce proficiency, comfort with complex datasets and analytics, and the ability to guide stakeholders and continuous improvement across a global organization.

Requirements

At least 5 years of relevant experience in an Operations or Process Improvement role, preferably at a SaaS company.
Strong knowledge of B2B SaaS business operations supporting a CX Services group.
Demonstrated experience managing complex divisional projects and operational excellence frameworks.
Experience with data analysis and using insights to drive strategic business decisions.
Strong organizational skills and attention to detail, including experience translating business cases into precise specifications and requirements documents.
Strong expertise in business process modeling or improvement methodologies.
Advanced proficiency with Salesforce and sound judgment about when to build solutions in Salesforce versus using another technical tool.
Solid experience with PSA/ERP tools and advanced Excel or reporting platforms.
Measurable evidence of driving meaningful change in an Operations environment.
Strong experience with datasets and advanced data analysis using industry tools.
Exceptional written and verbal communication skills, including the ability to present to and influence 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 partner programs, client implementation, and technical support workflows.
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 that improve efficiency.
Lead operational programs that improve business processes and align with departmental and company OKRs.
Partner with the Data Engineering Enterprise Platform team to establish and maintain reporting frameworks that give senior leadership actionable insights.
Promote data-driven decision-making and help teams use analytics in daily operations.
Act as a trusted advisor and liaison between CX business teams and operational and technical teams, including CX division leaders and Program Management.
Build relationships with GTM Operations and CBO Enablement, and collaborate with Business Systems and Salesforce Administration to prioritize Support and Services initiatives.
Translate business cases into clear specifications and requirements, define business needs, and work with Business Systems on scalable technical solutions.
Collaborate with Growth Engineering teams to design and build AI solutions that improve operational efficiency.
Help develop change-management strategies, lead internal documentation efforts, and partner with CBO Enablement on organization-wide training and adoption.
Use systems knowledge, complex datasets, and advanced analytics to support strategic process analysis.
Lead through influence without direct reports, aligning upstream and downstream teams and fostering continuous improvement.

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.
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.
Equity grants of restricted stock units (RSUs).