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Director, CX Business Systems
Braze
Toronto, CAN
Contract
Director
CAD 240,000/year
4 days ago
Salesforce Service CloudGainsightCertiniaRocketLaneSupportLogicSearchUnify
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About the Role
Braze seeks a Director of CX Business Systems to lead the Post Sales/Customer Experience technology strategy and team. You will define the roadmap for CX systems, drive AI adoption, and manage vendor relationships.
Key Skills for This Role
Salesforce Service CloudGainsightCertiniaRocketLaneSupportLogicSearchUnify
Responsibilities
- Lead and develop a high performing team of Business Systems Analysts (BSA) and Technical Program Managers (TPM).
- Drive delivery excellence through iterative shipping, clear acceptance criteria, UAT protocols, and comprehensive documentation.
- Build strong relationships with executive stakeholders across the CX domain and translate their objectives into scalable technology strategy.
- 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 and embed AI driven automation.
- Drive AI first transformation within the BSA+TPM team by codifying AI workflows into shared practice.
- Partner with Data Analytics and Growth Engineering teams to ensure CX systems are built on a reliable data foundation.
- 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.
- 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.
Requirements
- 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
- Experience establishing and running new functions within existing organizations
- Working experience in Salesforce (Service Cloud, Customer Experience Cloud), and other common CX tools (Gainsight, Certinia, RocketLane, SupportLogic, SearchUnify, etc.)
- Exceptional leadership, communication, and stakeholder management skills
- Strategic, data driven mindset with a hands on approach
- Strong business acumen and deep understanding of end to end Post Sales / CX processes for a SaaS business
- Hands on experience evaluating and deploying AI solutions in a CX or GTM context
- Proven ability to manage complex projects with multiple dependencies and cross functional teams
- Familiarity with agile development methodologies for system enhancements and implementations
- Certifications in one or more core CX technology platforms (e.g. Salesforce, Gainsight, Certinia)
Full Job Posting
About Braze
- Braze is a leading customer engagement platform, powering relevant and memorable experiences between brands and their customers.
- 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.
What You'll Do
- Lead and develop a high performing team of Business Systems Analysts (BSA) and Technical Program Managers (TPM).
- Drive delivery excellence through iterative shipping, clear acceptance criteria, UAT protocols, and comprehensive documentation.
- Build strong relationships with executive stakeholders across the CX domain and translate their objectives into scalable technology strategy.
- 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 and embed AI driven automation.
- Drive AI first transformation within the BSA+TPM team by codifying AI workflows into shared practice.
- Partner with Data Analytics and Growth Engineering teams to ensure CX systems are built on a reliable data foundation.
- 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.
- 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.
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.
- Experience establishing and running new functions within existing organizations.
- Working experience in Salesforce (Service Cloud, Customer Experience Cloud), and other common CX tools (Gainsight, Certinia, RocketLane, SupportLogic, SearchUnify, etc.).
- Exceptional leadership, communication, and stakeholder management skills.
- Strategic, data driven mindset with a hands on approach.
- Strong business acumen and deep understanding of end to end Post Sales / CX processes for a SaaS business.
- Hands on experience evaluating and deploying AI solutions in a CX or GTM context.
- Proven ability to manage complex projects with multiple dependencies and cross functional teams.
- Familiarity with agile development methodologies for system enhancements and implementations.
- Certifications in one or more core CX technology platforms (e.g. Salesforce, Gainsight, Certinia) are a plus.
Pay Range
- For candidates based in Ontario, the pay range at start of employment is expected to be between CAD 190,000 CAD 240,000/year.
- Expected On Target Earnings (OTE) between CAD 223,000 CAD 282,000/year (including performance based or variable compensation).
- This role qualifies for a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs).
What We Offer
- Competitive compensation that may include equity.
- Retirement and Employee Stock Purchase Plans.
- Flexible paid time off.
- Comprehensive benefit plans covering medical, dental, vision, life, and disability.
- Family services that include fertility benefits and equal paid parental leave.
- Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend.
- A curated in office employee experience designed to foster community, team connections, and innovation.
- Opportunities to give back to your community, including an annual company wide Volunteer Week and donation matching.
- Employee Resource Groups that provide supportive communities within Braze.
- Collaborative, transparent, and fun culture recognized as a Great Place to Work.
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