Senior CX Operations Lead

Braze•Chicago, IL

1d•Hybrid

About The Position

The Senior CX Operations Lead owns and continuously improves operational processes and business requirements across Braze’s Expert Services (ES) and Partner Services (PS) divisions. The role applies B2B SaaS services operations expertise—including services scoping and delivery, partner enablement and qualification, resource and capacity planning, revenue, and utilization—to identify bottlenecks and manual work and develop scalable solutions. It leads operational programs that improve processes and align with departmental and company OKRs, and partners with Data Engineering Enterprise Platform (DEEP) to build reporting frameworks that give senior leaders actionable insights and help teams use analytics in their daily work. Working across CX, Program Management, GTM Operations, CBO Enablement, Business Systems (BZS), Salesforce Administration, and Growth Engineering, the role advises stakeholders, develops business requirements and specifications, and helps define and implement scalable systems solutions. It also supports AI solutions for operational efficiency and leads change-management activities, documentation, training, and adoption. The position has no direct reports and leads through influence, fostering alignment and continuous improvement across upstream and downstream teams. The role calls for an autonomous, results-oriented operations subject matter expert with strong communication and stakeholder-influencing skills, advanced Salesforce proficiency, and experience analyzing complex datasets. U.S.-based compensation is listed as $80,910–$114,840 per year, with expected on-target earnings of $93,000–$132,000 per year, including bonus or commission. The role also qualifies for equity grants of restricted stock units. Braze describes its work arrangements as hybrid and offers location-dependent benefits.

Requirements

At least 5 years of relevant experience in operations or process improvement, preferably in a SaaS company.
Strong command of B2B SaaS business operations supporting CX Services organizations.
Strong experience with datasets and advanced data analysis using industry tools.
Advanced proficiency with Salesforce.
Proven ability to design and deliver operational programs that produce meaningful efficiency improvements.
Ability to manage complex divisional projects and operational excellence frameworks.
Demonstrated experience using data analysis and insights to drive strategic business decisions.
Strong organizational skills and attention to detail, including translating business cases into clear, precise specifications and requirements documents.
Strong expertise in business process modeling or improvement methodologies.
Ability to assess 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 in an Operations environment.
Exceptional written and verbal communication skills, including presenting to and influencing senior stakeholders.
Ability to work autonomously, take initiative, resolve complex issues with minimal managerial guidance, and align multiple senior stakeholders and teams.

Nice To Haves

Three to four 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 supporting Expert Services and Partner Services functions.
Strong working knowledge of Snowflake.

Responsibilities

Own and continuously improve operational processes and business requirements within the Expert Services and Partner Services divisions.
Apply services operations best practices to identify bottlenecks and manual pain points and design scalable efficiency improvements.
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 actionable operational insights.
Promote data-informed decision-making and use of analytics in teams’ daily operations.
Act as a trusted advisor and liaison between CX business divisions and operational and technical teams, including Program Management.
Build collaborative relationships with GTM Operations and CBO Enablement to define and drive best-practice frameworks.
Collaborate with Business Systems and Salesforce Administration to support prioritization of initiatives for Support and Services.
Translate business cases into specifications and requirements, then work with Business Systems to develop scalable technical solutions.
Partner with Growth Engineering 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 on organization-wide training and adoption.
Use advanced knowledge of CX systems, Salesforce, complex datasets, and analytics to support strategic process analysis.
Lead through influence, guiding decisions and building alignment across upstream and downstream teams without direct reports.

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.
Community-giving opportunities, including annual company-wide Volunteer Week and donation matching.
Employee Resource Groups.
Hybrid ways of working.