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
- 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
- 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
- Proven ability to manage complex projects with multiple dependencies and cross-functional teams
- Familiarity with agile development methodologies for system enhancements and implementations
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.