Hiring: Director, CX Business Systems Company: Braze Location: New York, NY Job Posted Time: 2026-09-16 13:37:28 Employment Type: Contract / Hybrid Target Skills & Keywords : Agile, GDPR, SaaS, Salesforce About the job Experience: •15+ years of experience in Business Systems, with at least 5 years in a leadership or management role focused on CX systems •At least 5 years in a leadership or management role focused on CX systems Required Skills: •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 Qualifications: •Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering, Business, or a related field; MBA is a plus •Demonstrated success in successfully leading CX technology strategy and delivering large-scale technology initiatives, with a deep understanding of project / program management methodologies and best practices •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 •Operational 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. Compensation: •Competitive benefits and rewards package •Competitive compensation that may include equity Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!