Senior CX Operations Lead

Braze•San Francisco, CA

1d•Hybrid

About The Position

The Senior CX Operations Lead owns and improves operational processes and business requirements across Braze’s ES and PS divisions. The role applies B2B SaaS services-operations expertise to identify bottlenecks and manual work, then develop scalable solutions that improve efficiency and support departmental and company objectives. The lead partners with CX business leaders and operational, technical, and data teams to deliver programs, reporting frameworks, and system improvements. This includes translating business cases into specifications, supporting Salesforce and other systems initiatives, collaborating on AI solutions, and helping teams adopt new processes through documentation, training, and change management. The position leads through influence and has no direct reports. For candidates based in the United States, starting compensation is expected to be $84,390–$120,930 per year, with expected on-target earnings of $97,000–$139,000 per year, including bonus or commission. Compensation varies based on individual factors. The role also qualifies for equity grants of restricted stock units and a comprehensive total rewards package. Braze describes its ways of working as hybrid; benefits and work arrangements may vary by location.

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 operations supporting a CX Services group, including expert services delivery, partner services and programs, client implementation, and technical support workflows.
Ability to manage complex divisional projects and operational excellence frameworks, ideally across Expert Services and Partner Services functions.
Demonstrated data-analysis experience and ability to use insights to drive strategic business decisions.
Strong organizational skills and attention to detail, including experience translating business cases into clear 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 use another technical tool.
Experience with PSA/ERP tools and advanced Excel or reporting platforms.
Measurable evidence of driving meaningful change in an Operations environment.
Strong written and verbal communication skills, including 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, solve complex issues with minimal manager guidance, and drive efficiencies and process improvements.
Strong experience with datasets and advanced data analysis using industry tools.

Nice To Haves

Strong working knowledge of Snowflake.

Responsibilities

Own and continuously improve operational processes and business requirements within the ES and PS divisions.
Apply services-process best practices and B2B SaaS operations knowledge to identify bottlenecks and manual pain points and design scalable, efficient solutions.
Lead 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 give senior leaders actionable operational insights.
Promote data-driven decision-making and help teams use analytics in 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 partnerships with GTM Operations, CBO Enablement, and Business Systems, including Salesforce Administration, to define best practices and prioritize Support and Services initiatives.
Develop business cases, specifications, and requirements with the Business Systems team, defining the business need and contributing to technical solution design and 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 and partner with CBO Enablement on organization-wide training and adoption.
Use knowledge of CX systems and tools, complex datasets, and advanced analytics to support strategic process analysis.
Lead through influence, guiding decisions and building alignment across upstream and downstream teams without direct reports.

Benefits

Equity grants of restricted stock units (RSUs).
Retirement plans and Employee Stock Purchase Plans.
Flexible paid time off.
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.
Volunteer opportunities, including an annual company-wide Volunteer Week, and donation matching.
Employee Resource Groups.
Comprehensive benefits, which vary by location.