Director, CX Business Systems
$217,000–$217,000 year
On-siteSan Francisco, California, United States
Job Summary
Lead a high-performing team of Business Systems Analysts and Technical Program Managers, defining the strategic roadmap and executing the development, ownership, and maintenance of all business systems supporting Post Sales, Customer Success, and Technical Support functions. Drive delivery excellence through iterative shipping, clear acceptance criteria, and comprehensive documentation while overseeing the full lifecycle of CX systems initiatives from vendor selection through optimization. Embed AI adoption across the CX technology stack by identifying high-impact use cases, evaluating AI-native tooling, and scaling capacity through agentic workflows and automated analysis. Partner with Data Analytics and Growth Engineering teams to ensure reliable data foundations for CX insights, manage vendor relationships and escalations, and own the CX technology transformation roadmap including active platform rollouts. Serve as the principal advisor on CX systems, ensuring a cohesive, integrated technology ecosystem while translating executive objectives into scalable technology strategy.
Required Qualifications
- 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
- 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
- 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
- ability to influence and build consensus among diverse stakeholders at all levels of the organization
- Strategic, data-driven mindset with a hands-on approach
- 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
- 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
Desired Qualifications
- Certifications in one or more core CX technology platforms, e.g. Salesforce, Gainsight, Certinia, etc.
- Experience with integrations and API management
- Familiarity with data warehousing, business intelligence (BI), and reporting tools
- Understanding of data privacy regulations (e.g. GDPR, CCPA, etc) as they relate to CX/GTM data
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.