Senior CX Operations Lead

Braze•Austin, TX

2d•$73,040 - $109,620•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 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 bottlenecks and manual work and designs scalable solutions to improve efficiency. The position leads operational improvement programs aligned with departmental and company OKRs, establishes reporting frameworks and actionable operational insights with the Data Engineering Enterprise Platform team, and promotes data-driven decision-making. It serves as a trusted liaison between CX and operational, technical, program management, GTM Operations, CBO Enablement, and Business Systems teams. The role translates business cases into specifications and requirements, helps define and implement scalable systems solutions, and partners with Growth Engineering on AI solutions for operational efficiency. It also supports change management, documentation, training, and adoption of new processes and systems. This is an influential leadership role without direct reports, requiring strong systems knowledge, advanced analytics, Salesforce proficiency, and the ability to guide cross-functional teams and senior stakeholders.

Requirements

At least 5 years of relevant experience in Operations or Process Improvement, preferably at a SaaS company.
Strong B2B SaaS business operations experience supporting a CX Services group; 3–4 years is preferred, including professional or 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 attention to detail, including the ability to translate business cases into clear, precise specifications and requirements documents.
Strong expertise in business process modeling or improvement methodologies.
Advanced proficiency with Salesforce and the ability to assess when to build solutions in Salesforce versus using 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 written and verbal communication skills, including presenting to and influencing senior stakeholders.
Ability to align senior stakeholders and upstream and downstream teams, work autonomously, take initiative, and resolve complex issues with minimal managerial guidance.

Nice To Haves

Strong working knowledge of Snowflake.
Experience in B2B SaaS business operations supporting a CX Services group, including professional or expert services delivery, partner services and programs, client implementation, and technical support workflows.

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 high-impact operational programs aligned 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 insights.
Promote analytics-informed decision-making in teams' daily operations.
Act as a trusted advisor and liaison between CX business divisions and operational, technical, and program management teams.
Build and maintain partnerships with GTM Operations, CBO Enablement, and Business Systems, including Salesforce Administration, to define frameworks and prioritize Support and Services initiatives.
Develop business cases, specifications, and requirements, and collaborate with Business Systems on scalable technical solutions.
Partner 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 training and adoption.
Use advanced understanding of CX systems and tools, complex datasets, and analytics to support strategic process analysis.
Lead through influence without direct reports, guiding decisions, building alignment, and fostering continuous improvement.

Benefits

Competitive compensation that may include equity grants of restricted stock (RSUs).
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 designed to foster community, team connections, and innovation.
Annual company-wide Volunteer Week and donation matching.
Employee Resource Groups.
Hybrid ways of working.