Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

Braze is seeking a Director, CX Business Systems to lead the Post Sales / Customer Experience (CX) business systems analysts and technical program managers team. This role defines the strategic roadmap for the CX technology stack, combining business process understanding with technology mastery to drive operational excellence and company growth. The position is responsible for the strategy, roadmap, development, ownership, and maintenance of all business systems supporting CX functions including Expert/Professional Services, Partner Led Delivery, Customer Success, and Customer/Technical Support.

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.
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.

Requirements

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.
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.

Skills

Business Systems
CX Systems
Technology Strategy
Project Management
Program Management
Salesforce (Service Cloud, Customer Experience Cloud)
Gainsight
Certinia
RocketLane
SupportLogic
SearchUnify
Leadership
Communication
Stakeholder Management
Strategic Thinking
Data-Driven Decision Making
Business Acumen
SaaS
AI Solutions
Workflow Automation
Data-Driven Decision Systems
Agile Development Methodologies
Integrations
API Management
Data Warehousing
Business Intelligence (BI)
Reporting Tools
Data Privacy Regulations (GDPR, CCPA)

Location

New York
Austin
Berlin
Bucharest
Chicago
Dubai
Jakarta
London
Paris
San Francisco
São Paulo
Singapore
Seoul
Sydney
Tokyo

Work Type

Hybrid

Experience Level

15+ years of experience in Business Systems
5+ years in a leadership or management role focused on CX systems

Education Level

Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering, Business, or a related field
MBA is a plus

Salary/Compensations

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 (including bonus or commission).

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
Collaborative, transparent, and fun culture recognized as a Great Place to Work®

About the Company

Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging™. Braze helps brands deliver great customer experiences that drive value both for consumers and for their businesses.
Built on a foundation of composable intelligence, BrazeAI™ allows marketers to combine and activate AI agents, models, and features at every touchpoint throughout the Braze Customer Engagement Platform for smarter, faster, and more meaningful customer engagement.
From cross-channel messaging and journey orchestration to Al-powered decisioning and optimization, Braze enables companies to turn action into interaction through autonomous, 1:1 personalized experiences.
The company has been consistently recognized as a Leader in marketing technology by industry analysts, and was named a G2 “Best of Marketing and Digital Advertising Software Product” in 2026.
Braze was also named a 2026 Best Places to Work by Built In, a 2025 America’s Greenest Companies by Newsweek, and a 2025 Fortune Best Workplace in Technology™ by Great Place To Work®.
Braze is also proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore.
The company is headquartered in New York with offices in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, São Paulo, Singapore, Seoul, Sydney and Tokyo.

Equal Opportunity

At Braze, we strive to create equitable growth and opportunities inside and outside the organization.
Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices. We're committed to offering all candidates a fair, accessible, and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran.
When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you you.
We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria. If this sounds familiar, we encourage you to apply, as we’d love to meet you.