Director, CX Business Systems

About this role

<div class="content-intro"><p>At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.</p> <p>We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.</p> <p>To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.</p> <p>Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.</p> <p>If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.</p></div><p><strong>WHAT YOU'LL DO</strong></p> <p>Braze is a leading customer engagement platform, powering relevant and memorable experiences between brands and their customers. We are seeking a<strong> </strong>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.</p> <p>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. </p> <p>Responsibilities:</p> <ul> <li>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</li> <li>Drive delivery excellence through iterative shipping, clear acceptance criteria, UAT protocols, and comprehensive documentation (Program Charter, BRDs, FRDs, SOPs) that enable effective system adoption</li> <li>Build strong relationships with executive stakeholders across the CX domain, translate their objectives into scalable technology strategy, and communicate decisions, tradeoffs, and outcomes transparently</li> <li>Collaborate closely with the CX Operations and Enablement/Productivity teams to drive organizational efficiencies</li> <li>Oversee the full lifecycle of CX systems initiatives - from initiation and vendor selection through implementation, optimization, and governance</li> <li>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)</li> <li>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</li> <li>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</li> <li>Serve as the principal advisor on CX systems, ensuring a cohesive and integrated technology ecosystem cross-functionally</li> <li>Stay abreast of emerging CX technologies and industry trends, evaluating their potential application to enhance Braze's CX capabilities</li> <li>Own and manage<strong> </strong>vendor relationships for CX technology platforms, optimizing value and service levels</li> <li>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</li> <li>Own and manage the CX systems, their budgets and resources, and make strategic decisions on technology investments and resource allocation</li> <li>Own the CX technology transformation roadmap, including active platform rollouts and net-new platform decisions</li> <li>Lead work intake governance, OKR definition and feasibility, charter discipline, and capacity planning against roadmap commitments</li> <li>Partner closely with the Business Systems Delivery & Support teams to ensure seamless technical execution of CX platform enhancements</li> </ul> <p><strong>WHO YOU ARE</strong></p> <ul> <li>Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering, Business, or a related field; MBA is a plus</li> <li>15+ years of experience in Business Systems, with at least 5 years in a leadership or…