Director, CX Business Systems

<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&g