Braze
Director, CX Business Systems
$184K–$275K
Chicago +1 · Director · Full-time · Posted Jul 13, 2026
- Location
- Chicago
San Francisco - Experience
- 15+ years in Business Systems; at least 5 years in a leadership or management role focused on CX systems.
- 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 the CX business systems team and strategy, overseeing platforms, delivery, vendors, budgets, and AI adoption across Braze’s post-sales functions.
What you'll do
- Lead and develop Business Systems Analysts and Technical Program Managers; set delivery standards and govern intake, OKRs, and capacity planning.
- Define and execute the CX technology roadmap, overseeing initiatives from vendor selection through implementation, optimization, and governance.
- Drive AI adoption and automation across CX workflows and the team, partnering with CX, analytics, and engineering stakeholders.
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.
- Certifications in CX platforms, integrations and API management, BI/data warehousing, or familiarity with data privacy regulations.
Pay
USD $184,000 and $234,000/year (base salary); USD $217,000 and $275,000/year (OTE, including bonus or commission)
Tools
Salesforce, Service Cloud, Customer Experience Cloud, Gainsight, Certinia, RocketLane, SupportLogic, SearchUnify
AI focus
Lead AI adoption across CX systems, selecting AI-native tools and embedding automation into workflows; establish AI-enabled team practices and agentic workflows.
Model-written summary · the original posting is authoritative