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.