Director, CX Business Systems

Braze

Confirmed live today High trust

Hybrid

Quick summary

Work type: Hybrid
Location: San Francisco, CA
Salary: $184,000–$234,000 / yr
Posted: 83 days ago
Freshness: Confirmed live today
Nearby: 99+ roles within 25 mi

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Salary context

Competitive pay

How this pay compares to similar roles

Similar $234k

This role $209k

$173k most similar roles pay here $291k

This role pays less than 65% of similar roles. Most pay $198,550–$270,243 — the shaded band above. At the midpoint, this role pays about $209k versus about $234k for comparable roles.

Based on 240 similar postings.

Employer

About Braze

Braze is a leading cloud-based customer engagement platform that enables brands to foster human connection with consumers through interactive, real-time, cross-channel marketing.

Braze currently has 108 open roles on FindRole.

Listed pay typically runs $149,000–$234,000 across 107 roles with salary data.

Most-posted roles

View all roles at Braze

At a glance

TL;DR · Director, CX Business Systems

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As Director, CX Business Systems, you will lead a high-performing team of Business Systems Analysts and Technical Program Managers to define and execute the strategic roadmap for the company's customer experience technology stack. You will manage the full lifecycle of systems supporting professional services, partner delivery, customer success, and technical support functions while driving AI adoption across these workflows. The role involves collaborating with executive leadership, managing vendor relationships, and overseeing budget and resource allocation to ensure operational excellence. Key technologies include Salesforce Service Cloud, Customer Experience Cloud, Gainsight, Certinia, RocketLane, SupportLogic, and SearchUnify. You will solve complex business problems by integrating systems into a cohesive ecosystem, ensuring data integrity for reporting, and implementing automated solutions like case routing and health scoring to enhance the post-sales experience within a SaaS environment.

Skills

Salesforce Service Cloud Experience Cloud Gainsight Certinia RocketLane SupportLogic SearchUnify AI API Management Data Warehousing Business Intelligence Agile UAT SOPs BRDs FRDs

What you'll do

Lead and develop a high-performing team of Business Systems Analysts and Technical Program Managers.
Define and execute the strategic roadmap for the CX technology stack across multiple business functions.
Drive AI adoption by identifying use cases, evaluating tools, and embedding automation into CX workflows.
Manage the full lifecycle of CX systems initiatives including vendor selection, implementation, and governance.
Translate executive objectives into scalable technology strategies while communicating trade-offs to stakeholders.
Oversee the CX systems budget, resource allocation, and strategic investment decisions.
Manage vendor relationships and resolve contract, scope, and capacity disputes with delivery partners.
Partner with Data Analytics teams to ensure systems are built on a reliable data foundation.

What we're looking for

Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related field; MBA is preferred.
15+ years of experience in Business Systems.
At least 5 years of experience in a leadership or management role focused on CX systems.
Proven track record of leading CX technology strategy and delivering large-scale technology initiatives.
Experience with Salesforce (Service Cloud, Customer Experience Cloud) and other common CX tools like Gainsight or Certinia.
Hands-on experience evaluating and deploying AI solutions in a CX or GTM context.
Familiarity with agile development methodologies for system enhancements and implementations.
Certifications in core CX technology platforms, integration/API management, or knowledge of data privacy regulations are preferred.

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