Cx Business Systems Director

Description:

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