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Director, CX Business Systems
Full-time
Braze is a leading customer engagement platform, powering relevant and memorable experiences between brands and their customers.
What You'll Do
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. This role is responsible for defining and executing the strategy, roadmap, development, ownership, and maintenance of all business systems supporting the CX domain, including Expert/Professional Services, Partner Led Delivery, Customer Success, and Customer/Technical Support functions. It demands a leader who can 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 and Technical Program Managers, fostering a culture of innovation and continuous improvement.
Drive delivery excellence through iterative shipping, clear acceptance criteria, UAT protocols, and comprehensive documentation (Program Charter, BRDs, FRDs, SOPs).
Build strong relationships with executive stakeholders across the CX domain and translate their objectives into scalable technology strategy.
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, identifying high-impact use cases and embedding AI-driven automation into CX workflows (e.g. case routing, health scoring, lifecycle triggers).
Drive AI-first transformation within the BSA and TPM team by codifying AI workflows into shared practice and scaling capacity through agentic workflows.
Partner with Data Analytics and Growth Engineering teams to ensure CX systems are built on a reliable data foundation.
