# Director, CX Business Systems

**Company**: Braze
**Location**: Toronto
**Work arrangement**: hybrid
**Experience**: executive
**Job type**: full-time
**Salary**: CA$190,000 - CA$240,000/year
**Category**: IT
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/braze/jobs/8060694?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_d47a5d4b-8fb

## Description

Braze is seeking a Director, CX Business Systems to lead the Post Sales / Customer Experience (CX) business systems analysts (BSA) and technical program managers (TPM) team, and define the strategic roadmap for the CX technology stack.

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 (Service Cloud, Customer Experience Cloud), 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 like Braze

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

For candidates based in Ontario, the pay range at the start of employment for this position is expected to be between CA$190,000 - CA$240,000/year, with an expected On Target Earnings (OTE) between CA$223,000 - CA$282,000/year.

## Skills

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

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

---

Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/braze/jobs/8060694?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)