Director, CX Business Systems

What you'll do

• Lead and develop the Business Systems Analysts and Technical Program Managers, overseeing CX systems initiatives from planning and vendor selection through implementation and governance.
• Set the CX technology roadmap and advise executive stakeholders, managing systems, budgets, resources, vendors, intake, and capacity planning.
• Drive AI adoption and automation across CX systems and team workflows, partnering with analytics and engineering teams on data foundations and integrations.

What they ask for

• Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering, Business, or a related field.
• 15+ years of experience in Business Systems, including at least 5 years in a leadership or management role focused on CX systems.
• Working experience with 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; experience with integrations and API management; familiarity with BI, data warehousing, reporting, or data privacy regulations.

Pay

$184,000 and $234,000/year USD (base salary); $217,000 and $275,000/year USD (OTE, including bonus or commission)

Tools

Salesforce, Service Cloud, Customer Experience Cloud, Gainsight, Certinia, RocketLane, SupportLogic, SearchUnify

AI focus

Lead AI adoption across the CX technology stack, identifying use cases, evaluating AI-native tools, embedding automation into CX workflows, and scaling AI-enabled BSA/TPM practices.