Director, CX Business Systems

Job Description

Director, CX Business Systems | Braze

The Tone:
This is a full-time role at Braze, located in the United States (Hybrid). Braze is a leading customer engagement platform, powering relevant and memorable experiences between brands and their customers. This is a critical and visible leadership role, defining the strategic roadmap for CX technology and driving operational excellence and accelerated company growth. The position demands an experienced and visionary professional who can combine a deep understanding of business processes with a mastery of technology.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: United States (Hybrid)
• Pay: $217000–$275000 yearly
• Team: Leads the Post Sales / Customer Experience (CX) business systems analysts (BSA) and technical program managers (TPM) team.
• Mission: Define and execute the strategy, roadmap, development, ownership, and maintenance of all business systems supporting Braze’s CX business domain.
• Tech Stack: Salesforce (Service Cloud, Customer Experience Cloud), Gainsight, Certinia, RocketLane, SupportLogic, SearchUnify, AI-native tooling.

What You’ll Actually Do
• Team Leadership: Lead and develop a high-performing team of Business Systems Analysts (BSA) and Technical Program Managers (TPM), fostering a culture of innovation, collaboration, and continuous improvement, and driving delivery excellence through clear protocols and documentation.
• Strategic Roadmap Ownership: Define and execute the strategic roadmap for Braze’s entire CX technology stack, building strong relationships with executive stakeholders to translate their objectives into a scalable technology strategy.
• AI Integration & Transformation: Drive the adoption of AI across the CX technology stack by identifying high-impact use cases and embedding AI-driven automation into CX workflows, while also leading AI-first transformation within the BSA+TPM team.
• Ecosystem Advising: Serve as the principal advisor on CX systems, ensuring a cohesive and integrated technology ecosystem cross-functionally and partnering with data and engineering teams for a reliable data foundation.
• System Governance & Budget: Own and manage the full lifecycle of CX systems initiatives, their budgets and resources, making strategic decisions on technology investments and leading work intake governance and capacity planning against roadmap commitments.

The Must-Haves
• Background: Bachelor’s degree or equivalent in Information Technology, Computer Science, Engineering, Business, or a related field; MBA is a plus, with a career level reflecting a Director overseeing CX systems.
• Experience: 15+ years of experience in Business Systems, with at least 5 years in a leadership or management role focused on CX systems; proven track record of successfully leading CX technology strategy and delivering large-scale technology initiatives, including hands-on experience evaluating and deploying AI solutions in a CX context.
• Skills: Exceptional leadership, communication, and stakeholder management skills; strategic, data-driven mindset with a hands-on approach; strong business acumen and a deep understanding of end-to-end Post Sales / CX processes for a SaaS business.
• Bonus: Certifications in one or more core CX technology platforms (e.g., Salesforce, Gainsight, Certinia), experience with integrations and API management, familiarity with data warehousing, BI, and reporting tools, and understanding of data privacy regulations as they relate to CX/GTM data.