# Senior CX Operations Lead

**Company**: Braze
**Location**: San Francisco
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $84,390 - $120,930/year
**Category**: Operations
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/braze/jobs/8332495?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_1faf6d62-307

## Description

We are seeking a Senior CX Operations Lead to join our team at Braze. As a Senior CX Operations Lead, you will own and continuously improve operational processes and business requirements within the ES and PS divisions. You will serve as an expert in Services Process best practices, with strong knowledge of B2B SaaS business operations that underpin a CX Services group.

Responsibilities:

- Own Operational Processes: Own and continuously improve the operational processes and business requirements within the ES and PS divisions.

- Deliver Operational Improvement: Lead high-impact operational programs that improve business processes and ensure alignment with departmental and company OKRs.

- Establish Data-Driven Excellence: Collaborate with the Data Engineering Enterprise Platform team (DEEP) to establish and maintain reporting frameworks that provide senior leadership with actionable insights into operational efficiency.

- Cross-Functional Leadership: Act as a trusted advisor and liaison between the CX business and key operational and technical teams.

- Influence Stakeholder Partnerships: Build and maintain strong, collaborative relationships with other departments.

- Solution Design: Liaise closely with the BZS team, building well-honed specifications and requirements documents from business cases.

- Change Management: Help build the change management strategy for new processes or systems.

- Technical Acumen: Possess an advanced understanding of the systems and tools used by CX, including Salesforce and other relevant platforms.

- Lead Through Influence: Bring strong leadership qualities to a role without direct reports.

Requirements:

- 5+ years of relevant experience in an Operations or Process Improvement role, preferably within a SaaS company.

- Proven track record of designing and delivering operational programs that have resulted in meaningful efficiency improvements.

- Exceptional written and verbal communication skills, and comfortable presenting to and influencing senior stakeholders.

- Strong experience with datasets and advanced data analysis using industry tooling, and advanced proficiency with Salesforce.

Benefits:

- Competitive compensation that may include equity

- Retirement and Employee Stock Purchase Plans

- Flexible paid time off

- Comprehensive benefit plans covering medical, dental, vision, life, and disability

- Family services that include fertility benefits and equal paid parental leave

- Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend

- A curated in-office employee experience, designed to foster community, team connections, and innovation

- Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching

- Employee Resource Groups that provide supportive communities within Braze

## Skills

### Required
- Salesforce
- data analysis
- operational improvement
- change management
- leadership

### Nice to have
- Snowflake

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/braze/jobs/8332495?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)