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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Director, CX Business Systems - **Company:** Braze - **Location:** Austin, TX, United States - **Experience:** Expert - **Salary:** $275,000 - **Contract:** Permanent contract - **Skills:** Agile Methodology, Artificial Intelligence, Business Systems, Software as a Service, Cloud Computing, Data Warehousing, Cloud Services, Salesforce.Com, Systems Integration, Information Technology, Data Analytics, Tools for Reporting, Automation Anywhere, Api Management - **Published:** October 27, 2026 - **Apply:** https://www.adzuna.com/details/5800778422 ## About the Role * 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, with a 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, 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 * Familiarity with agile development methodologies for system enhancements and implementations Bonus Points If You Have: * 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 ## Description 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., * 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 * 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, evaluating their potential application to enhance Braze's CX capabilities * 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, capacity and commitment conflicts with delivery partners, and competing prioritization, partnering with CX-Ops to balance urgency with roadmap commitments * Own and manage the CX systems, their budgets and resources, and make strategic decisions on technology investments and resource allocation * Own the CX technology transformation roadmap, including active platform rollouts and net-new platform decisions * Lead work intake governance, OKR definition and feasibility, charter discipline, and capacity planning against roadmap commitments * Partner closely with the Business Systems Delivery & Support teams to ensure seamless technical execution of CX platform enhancements