Senior CX Operations Lead

Braze•Austin, TX

1d•Hybrid

About The Position

Braze is hiring a Senior CX Operations Lead to own and improve operational processes and business requirements across its ES and PS divisions. The role applies B2B SaaS services operations expertise—including services scoping and delivery, partner enablement and qualification, resource and capacity planning, and revenue and utilization—to identify bottlenecks and manual work and develop scalable efficiency improvements. The Lead drives operational programs aligned with departmental and company OKRs and works with Data Engineering Enterprise Platform (DEEP) to establish reporting frameworks that give senior leaders actionable insights. The role partners with CX leaders, Program Management, GTM Operations, CBO Enablement, Business Systems (BZS), Salesforce Administration, and Growth Engineering. It translates business cases into requirements and specifications, helps define and implement scalable technical solutions, and works with Growth Engineering on AI solutions for operational efficiency. The position also supports change management, documentation, training, and adoption of new processes and systems. It requires advanced knowledge of CX systems, Salesforce, complex datasets, and analytics, as well as the ability to lead through influence without direct reports. The role is expected to work autonomously, align senior stakeholders and cross-functional teams, and drive continuous improvement across a global organization.

Requirements

At least 5 years of relevant experience in Operations or Process Improvement, preferably at a SaaS company.
Strong knowledge of B2B SaaS business operations for CX Services organizations.
Proven experience designing and delivering operational programs that produce meaningful efficiency improvements.
Strong written and verbal communication skills, including presenting to and influencing senior stakeholders.
Ability to align senior stakeholders and cross-functional upstream and downstream teams toward common goals.
Strong experience with datasets and advanced data analysis using industry tools.
Advanced proficiency with Salesforce and good judgment about when to use Salesforce versus alternative technical tools.
Demonstrated ability to manage complex divisional projects and operational excellence frameworks.
Experience analyzing data and using insights to drive strategic business decisions.
Strong organization and attention to detail, including translating business cases into precise specifications and requirements documents.
Strong expertise in business process modeling or improvement methodologies.
Solid experience with PSA/ERP tools and advanced Excel or reporting platforms.
Measurable evidence of driving meaningful change in an Operations environment.
Ability to work autonomously, take initiative, resolve complex issues with minimal guidance, and track the impact of process improvements.

Nice To Haves

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.
Experience managing operational excellence frameworks across Expert Services and Partner Services functions.
Strong working knowledge of Snowflake.

Responsibilities

Own and continuously improve operational processes and business requirements within the ES and PS divisions.
Apply services operations best practices across scoping and delivery, partner enablement and qualification, resource and capacity planning, revenue, and utilization; identify bottlenecks and manual pain points and design scalable solutions.
Lead operational improvement programs aligned with departmental and company OKRs.
Partner with DEEP to establish and maintain reporting frameworks that provide senior leadership with actionable operational insights, and promote data-driven daily operations.
Serve as a liaison and trusted advisor between the CX business and operational and technical teams, including CX division leaders and Program Management.
Build collaborative partnerships with GTM Operations to define and advance best-practice frameworks and with CBO Enablement.
Collaborate with BZS, including Salesforce Administration, to prioritize initiatives for Support and Services.
Translate business cases into clear specifications and requirements, partner with BZS on scalable technical solutions, and define business needs for systems implementations.
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 CX systems and tools, complex datasets, and advanced analytics to support strategic process analysis.
Lead through influence, guide decisions, build alignment across upstream and downstream teams, and foster continuous improvement without direct reports.

Benefits

Competitive compensation that may include equity, including restricted stock units.
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, including an annual company-wide Volunteer Week and donation matching.
Employee Resource Groups.
Collaborative, transparent, and fun culture.
Hybrid ways of working.