Director, CX Business Systems

<div class=&quot;content-intro&quot;><p>At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.</p> <p>We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.</p> <p>To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.</p> <p>Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.</p> <p>If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.</p></div><p><strong>WHAT YOU&#39;LL DO</strong></p> <p>Braze is a leading customer engagement platform, powering relevant and memorable experiences between brands and their customers. We are seeking a<strong> </strong>Director, CX Business Systems&nbsp;to lead our Post Sales / Customer Experience (CX) business systems analysts (BSA) and technical program managers (TPM) team, and define the strategic roadmap for our CX technology stack. This is a critical and visible leadership role for an experienced and visionary professional who can combine a deep understanding of business processes and best practices, with a mastery of technology to drive operational excellence and accelerate company growth.</p> <p>This role will be responsible for defining and executing the strategy, roadmap, development, ownership, and maintenance of all business systems supporting our CX business domain that includes - Expert/Professional Services, Partner Led Delivery, Customer Success, and Customer/Technical Support business functions. This role demands a leader who can lead a high-performing BSA and TPM team, serve as a strategic technology partner to CX executive leadership, and drive the adoption of AI across the CX technology stack.&nbsp;</p> <p>Responsibilities:</p> <ul> <li>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</li> <li>Drive delivery excellence through iterative shipping, clear acceptance criteria, UAT protocols, and comprehensive documentation (Program Charter, BRDs, FRDs, SOPs) that enable effective system adoption</li> <li>Build strong relationships with executive stakeholders across the CX domain, translate their objectives into scalable technology strategy, and communicate decisions, tradeoffs, and outcomes transparently</li> <li>Collaborate closely with the CX Operations and Enablement/Productivity teams to drive organizational efficiencies</li> <li>Oversee the full lifecycle of CX systems initiatives - from initiation and vendor selection through implementation, optimization, and governance</li> <li>Lead AI adoption across the CX technology stack - partner with stakeholders to identify high-impact use cases, evaluate AI-native tooling, and embed AI-driven automation into CX workflows (e.g. case routing, health scoring, lifecycle triggers, etc)</li> <li>Drive AI-first transformation within the BSA+TPM team by codifying AI workflows into shared practice, setting role-level expectations for AI-enabled work, and scaling capacity and quality through agentic workflows and automated analysis</li> <li>Partner with the Data Analytics and Growth Engineering teams to ensure CX systems are built on a reliable data foundation - aligning on data models, integrations, pipeline dependencies, and reporting infrastructure to power CX insights and AI initiatives</li> <li>Serve as the principal advisor on CX systems, ensuring a cohesive and integrated technology ecosystem cross-functionally</li> <li>Stay abreast of emerging CX technologies and industry trends, evaluating their potential application to enhance Braze&#39;s CX capabilities</li> <li>Own and manage<strong> </strong>vendor relationships for CX technology platforms, optimizing value and service levels</li> <li>Own vendor and cross-functional escalations. Drive resolution on contract and scope disputes, capacity and commitment conflicts with delivery partners, and competing prioritization, partnering with CX-Ops to balance urgency with roadmap commitments</li> <li>Own and manage the CX systems, their budgets and resources, and make strategic decisions on technology investments and resource allocation</li> <li>Own the CX technology transformation roadmap, including active platform rollouts and net-new platform decisions</li> <li>Lead work intake governance, OKR definition and feasibility, charter discipline, and capacity planning against roadmap commitments</li> <li>Partner closely with the Business Systems Delivery &amp; Support teams to ensure seamless technical execution of CX platform enhancements</li> </ul> <p><strong>WHO YOU ARE</strong></p> <ul> <li>Bachelor&#39;s degree or equivalent in Information Technology, Computer Science, Engineering, Business, or a related field; MBA is a plus</li> <li>15+ years of experience in Business Systems, with at least 5 years in a leadership or management role focused on CX systems</li> <li>Proven track record of successfully leading CX technology strategy and delivering large-scale technology initiatives, with a deep understanding of project / program management methodologies and best practices</li> <li>Experience establishing and running new functions within existing organizations</li> <li>Working experience in Salesforce (Service Cloud, Customer Experience Cloud), and other common CX tools, e.g., Gainsight, Certinia, RocketLane, SupportLogic, SearchUnify, etc.&nbsp;</li> <li>Exceptional leadership, communication, and stakeholder management skills, with the ability to influence and build consensus among diverse stakeholders at all levels of the organization</li> <li>Strategic, data-driven mindset with a hands-on approach - equally comfortable defining the vision and guiding the team through tactical technical challenges</li> <li>Strong business acumen and a deep understanding of the end-to-end Post Sales / CX processes for a SaaS business like Braze</li> <li>Hands-on experience evaluating and deploying AI solutions in a CX or GTM context - including AI-native SaaS tools, workflow automation, and data-driven decision systems - with the ability to translate business outcomes into technology requirements</li> <li>Proven ability to manage complex projects with multiple dependencies and cross-functional teams</li> <li>Familiarity with agile development methodologies for system enhancements and implementations</li> </ul> <p>Bonus Points If You Have:</p> <ul> <li>Certifications in one or more core CX technology platforms, e.g. Salesforce, Gainsight, Certinia, etc.&nbsp;</li> <li>Experience with integrations and API management</li> <li>Familiarity with data warehousing, business intelligence (BI), and reporting tools</li> <li>Understanding of data privacy regulations (e.g. GDPR, CCPA, etc) as they relate to CX/GTM data</li> </ul> <p>For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $184,000 and $234,000/year with an expected On Target Earnings (OTE) between $217,000 and $275,000/year (including bonus or commission). Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, this role qualifies for a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that you will own a piece of our company.</p><div class=&quot;content-conclusion&quot;><div class=&quot;p-rich_text_section&quot;> <p><strong>WHAT WE OFFER<br></strong></p> <p><em>Braze benefits vary by location, and we encourage you to review our specific benefits offerings for each country </em><a href=&quot;https://www.braze.com/company/careers/how-we-hire#benefit-section&quot;><em>here</em></a><em>. More details on benefits plans will be provided if you receive an offer of employment.</em></p> <p>From offering comprehensive benefits to fostering hybrid ways of working, we’ve got you covered so you can prioritize work-life harmony. Braze offers benefits such as:</p> <ul> <li>Competitive compensation that may include equity</li> <li>Retirement and Employee Stock Purchase Plans</li> <li>Flexible paid time off</li> <li>Comprehensive benefit plans covering medical, dental, vision, life, and disability</li> <li>Family services that include fertility benefits and equal paid parental leave</li> <li>Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend</li> <li>A curated in-office employee experience, designed to foster community, team connections, and innovation</li> <li>Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching&nbsp;</li> <li>Employee Resource Groups that provide supportive communities within Braze</li> <li>Collaborative, transparent, and fun culture recognized as a Great Place to Work®</li> </ul> <p><strong>ABOUT BRAZE<br><br></strong>Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging™. Braze helps brands deliver great customer experiences that drive value both for consumers and for their businesses. Built on a foundation of composable intelligence, BrazeAI™ allows marketers to combine and activate AI agents, models, and features at every touchpoint throughout the Braze Customer Engagement Platform for smarter, faster, and more meaningful customer engagement. From cross-channel messaging and journey orchestration to Al-powered decisioning and optimization, Braze enables companies to turn action into interaction through autonomous, 1:1 personalized experiences.</p> <p>The company has been consistently recognized as a Leader in marketing technology by industry analysts, and was named a G2 “Best of Marketing and Digital Advertising Software Product” in 2026. Braze was also named a 2026 Best Places to Work by Built In, a 2025 America’s Greenest Companies by Newsweek, and a 2025 Fortune Best Workplace in Technology™ by Great Place To Work®. Braze is also proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore.&nbsp;</p> <p>The company is headquartered in New York with offices in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, São Paulo, Singapore, Seoul, Sydney and Tokyo.</p> <strong>BRAZE IS AN EQUAL OPPORTUNITY EMPLOYER</strong> <p>At Braze, we strive to create equitable growth and opportunities inside and outside the organization.</p> <p>Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices. We&#39;re committed to offering all candidates a fair, accessible, and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran. When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you <em>you</em>.</p> <p>We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria. If this sounds familiar, we encourage you to apply, as we’d love to meet you.<br><br><strong>OUR AI-POWERED BRAZE RECRUITMENT PROCESS<br></strong><br>At Br