Braze
Director, CX Business Systems
$190K–$282K
Toronto +1 · Director · Full-time · Posted Jul 13, 2026
- Location
- Toronto
San Francisco - Experience
- 15+ years in Business Systems, with at least 5 years in a CX systems leadership or management role.
- Education
- Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering, Business, or a related field; MBA is a plus.
About the job
Leads Braze’s CX business systems team and sets the strategy, roadmap, and delivery of technology supporting post-sales customer experience functions, including AI adoption.
What you'll do
- Lead and develop Business Systems Analysts and Technical Program Managers, overseeing delivery, capacity planning, and work intake governance.
- Set and execute the CX technology roadmap; manage systems, budgets, vendors, and platform initiatives.
- Partner with CX leadership and cross-functional teams to improve operations, data foundations, and AI-enabled workflows.
What they ask for
- 15+ years of experience in Business Systems, including at least 5 years in a leadership or management role focused on CX systems.
- Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering, Business, or a related field.
- Working experience in Salesforce (Service Cloud, Customer Experience Cloud) and other common CX tools.
- Hands-on experience evaluating and deploying AI solutions in a CX or GTM context.
Nice to have
- MBA.
- CX platform certifications; experience with integrations and API management; familiarity with data warehousing, BI, reporting tools, or data privacy regulations.
Pay
CA$190,000 - CA$240,000/year base salary; CA$223,000 - CA$282,000/year total pay (OTE)
Tools
Salesforce, Service Cloud, Customer Experience Cloud, Gainsight, Certinia, RocketLane, SupportLogic, SearchUnify
AI focus
Lead AI adoption across CX systems by identifying use cases, evaluating AI-native tools, embedding automation in CX workflows, and scaling AI-enabled work within the BSA and TPM team.
Model-written summary · the original posting is authoritative