Senior CX Operations Lead

Braze•New York City, NY

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 serves as a subject matter expert in Services processes and B2B SaaS operations for a CX Services organization, identifying bottlenecks and manual work and designing scalable solutions that improve efficiency. It leads operational programs aligned with departmental and company objectives, and partners with data teams to provide senior leaders with actionable reporting and promote data-informed daily operations. The position acts as a liaison and trusted advisor across CX divisions, Program Management, GTM Operations, CBO Enablement, Business Systems, Salesforce Administration, and Growth Engineering. It translates business cases into clear requirements and specifications, helps define and implement scalable technical solutions, and contributes to AI solutions that improve operational efficiency. The role also supports change management, documentation, training, and adoption of new processes and systems. It has no direct reports and leads through influence, collaboration, and stakeholder alignment. The successful candidate is an autonomous, methodical problem-solver with strong CX Operations expertise, advanced Salesforce proficiency, and experience using datasets and analytics to guide decisions. The position requires a track record of operational improvement, project leadership, stakeholder communication, and translating complex operational challenges into measurable, actionable plans.

Requirements

At least 5 years of relevant experience in Operations or Process Improvement, preferably in a SaaS company.
Preferably 3–4 years of experience in B2B SaaS 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 in data analysis and using insights to drive strategic business decisions.
Strong organizational skills and close attention to detail, including experience translating business cases into precise specifications and requirements documents.
Strong expertise in business process modeling or improvement methodologies.
Ability to determine 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 comfort presenting to and influencing senior stakeholders.
Ability to build consensus and align multiple senior stakeholders and upstream and downstream teams toward a common goal.
Autonomous, results-oriented approach and ability to take initiative and resolve complex issues with minimal manager guidance.
Strong work ethic, methodical problem-solving skills, and ability to take responsibility for delivering operational improvements.

Nice To Haves

Strong working knowledge of Snowflake.
Experience in a SaaS company.
Experience with B2B SaaS operations supporting CX Services, 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.

Responsibilities

Own and continuously improve operational processes and business requirements across the Expert Services and Partner Services divisions.
Identify operational bottlenecks and manual pain points, and design scalable solutions that improve efficiency across CX Services operations.
Lead high-impact operational programs and align process improvements with departmental and company OKRs.
Partner with the Data Engineering Enterprise Platform team to establish and maintain reporting frameworks that provide senior leadership with actionable operational insights.
Promote data-driven daily operations and help teams use analytics to inform their work.
Serve as a trusted advisor and liaison between CX business divisions and operational and technical teams, including Program Management.
Build collaborative relationships with GTM Operations to define and drive best-practice frameworks, and with the CBO Enablement team.
Collaborate with Business Systems, including Salesforce Administration, to support prioritization of initiatives for Support and Services.
Translate business cases into clear specifications and requirements, and partner with Business Systems to develop scalable technical solutions.
Define the what and why of systems implementations and contribute to decisions about how they are implemented.
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 advanced knowledge of CX systems and tools, complex datasets, and analytics to support strategic process analysis.
Lead through influence without direct reports, guiding decisions and building alignment across upstream and downstream teams.
Identify systemic challenges, measure impact, track key metrics, and drive continuous improvement across global operations.

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 supported by 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.