# Director, CX Business Systems

**Company**: Braze
**Location**: Austin
**Work arrangement**: hybrid
**Experience**: executive
**Job type**: full-time
**Salary**: $184,000 - $234,000/year
**Category**: Engineering
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/braze/jobs/8060682?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_15c45db1-978

## Description

Braze is seeking a Director, CX Business Systems 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 role will be responsible for defining and executing the strategy, roadmap, development, ownership, and maintenance of all business systems supporting our CX business domain.

Responsibilities:

- Lead and develop a high-performing team of Business Systems Analysts (BSA) and Technical Program Managers (TPM)

- Drive delivery excellence through iterative shipping and comprehensive documentation

- Build strong relationships with executive stakeholders across the CX domain

- Collaborate closely with the CX Operations and Enablement/Productivity teams to drive organizational efficiencies

- Oversee the full lifecycle of CX systems initiatives

- Lead AI adoption across the CX technology stack

- Drive AI-first transformation within the BSA+TPM team

- Partner with the Data Analytics and Growth Engineering teams to ensure CX systems are built on a reliable data foundation

- Serve as the principal advisor on CX systems

- Stay abreast of emerging CX technologies and industry trends

- Own and manage vendor relationships for CX technology platforms

- Own vendor and cross-functional escalations

- Own and manage the CX systems, their budgets and resources

- Lead work intake governance and capacity planning

- Partner closely with the Business Systems Delivery & Support teams

Requirements:

- Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering, Business, or a related field

- 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

- Experience establishing and running new functions within existing organizations

- Working experience in Salesforce and other common CX tools

- Exceptional leadership, communication, and stakeholder management skills

- Strategic, data-driven mindset with a hands-on approach

- Strong business acumen and a deep understanding of the end-to-end Post Sales / CX processes for a SaaS business

- Hands-on experience evaluating and deploying AI solutions in a CX or GTM context

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.

## Skills

### Required
- Business Systems
- CX technology
- Leadership
- Communication
- Stakeholder management
- Strategic thinking
- Data-driven mindset
- AI solutions
- Salesforce

### Nice to have
- Certifications in CX technology platforms
- Experience with integrations and API management
- Familiarity with data warehousing and business intelligence tools
- Understanding of data privacy regulations

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/braze/jobs/8060682?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)