Director, CX Business Systems

WHAT YOU'LL DO

Braze is a leading customer engagement platform, powering relevant and memorable experiences between brands and their customers. We are 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 is a critical and visible leadership role for an experienced and visionary professional who can combine a deep understanding of business processes and best practices, with a mastery of technology to drive operational excellence and accelerate company growth.

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 that includes - Expert/Professional Services, Partner Led Delivery, Customer Success, and Customer/Technical Support business functions. This role demands a leader who can lead a high-performing BSA and TPM team, serve as a strategic technology partner to CX executive leadership, and drive the adoption of AI across the CX technology stack.

Responsibilities:

• Lead and develop a high-performing team of Business Systems Analysts (BSA) and Technical Program Managers (TPM), fostering a culture of innovation, collaboration, and continuous improvement
• Drive delivery excellence through iterative shipping, clear acceptance criteria, UAT protocols, and comprehensive documentation (Program Charter, BRDs, FRDs, SOPs) that enable effective system adoption
• Build strong relationships with executive stakeholders across the CX domain, translate their objectives into scalable technology strategy, and communicate decisions, tradeoffs, and outcomes transparently
• Collaborate closely with the CX Operations and Enablement/Productivity teams to drive organizational efficiencies
• Oversee the full lifecycle of CX systems initiatives - from initiation and vendor selection through implementation, optimization, and governance
• Lead AI adoption across the CX technology stack - partner with stakeholders to identify high-impact use cases, evaluate AI-native tooling, and embed AI-driven automation into CX workflows (e.g. case routing, health scoring, lifecycle triggers, etc)
• Drive AI-first transformation within the BSA+TPM team by codifying AI workflows into shared practice, setting role-level expectations for AI-enabled work, and scaling capacity and quality through agentic workflows and automated analysis
• Partner with the Data Analytics and Growth Engineering teams to ensure CX systems are built on a reliable data foundation - aligning on data models, integrations, pipeline dependencies, and reporting infrastructure to power CX insights and AI initiatives
• Serve as the principal advisor on CX systems, ensuring a cohesive and integrated technology ecosystem cross-functionally
• Stay abreast of emerging CX technologies and industry trends, evaluating their potential application to enhance Braze's CX capabilities
• Own and manage vendor relationships for CX technology platforms, optimizing value and service levels
• Own vendor and cross-functional escalations. Drive resolution on contract and scope disputes, capacity and commitment conflicts with delivery partners, and competing prioritization, partnering with CX-Ops to balance urgency with roadmap commitments
• Own and manage the CX systems, their budgets and resources, and make strategic decisions on technology investments and resource allocation
• Own the CX technology transformation roadmap, including active platform rollouts and net-new platform decisions
• Lead work intake governance, OKR definition and feasibility, charter discipline, and capacity planning against roadmap commitments
• Partner closely with the Business Systems Delivery & Support teams to ensure seamless technical execution of CX platform enhancements

WHO YOU ARE

• Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering, Business, or a related field; MBA is a plus
• 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, with a deep understanding of project / program management methodologies and best practices
• Experience establishing and running new functions within existing organizations
• Working experience in Salesforce (Service Cloud, Customer Experience Cloud), and other common CX tools, e.g., Gainsight, Certinia, RocketLane, SupportLogic, SearchUnify, etc.
• Exceptional leadership, communication, and stakeholder management skills, with the ability to influence and build consensus among diverse stakeholders at all levels of the organization
• Strategic, data-driven mindset with a hands-on approach - equally comfortable defining the vision and guiding the team through tactical technical challenges
• 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 - including AI-native SaaS tools, workflow automation, and data-driven decision systems - with the ability to translate business outcomes into technology requirements
• Proven ability to manage complex projects with multiple dependencies and cross-functional teams
• Familiarity with agile development methodologies for system enhancements and implementations

Bonus Points If You Have:

• Certifications in one or more core CX technology platforms, e.g. Salesforce, Gainsight, Certinia, etc.
• Experience with integrations and API management
• Familiarity with data warehousing, business intelligence (BI), and reporting tools
• Understanding of data privacy regulations (e.g. GDPR, CCPA, etc) as they relate to CX/GTM data

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 (including performance-based or variable compensation (bonus or commission). Your particular offer may vary depending on multiple individual factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, this role qualifies for a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that you will own a piece of our company.