Director, CX Business Systems

What you'll do

• Lead and develop the Business Systems Analyst and Technical Program Manager team; oversee CX systems initiatives from vendor selection through implementation, optimization, and governance.
• Set the CX technology roadmap, budgets, resource allocation, intake governance, and platform decisions in partnership with CX executives and cross-functional teams.
• Drive AI adoption in CX workflows and team practices, and coordinate data foundations, integrations, and reporting for CX systems.

What they ask for

• 15+ years of Business Systems experience, 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.
• Experience leading CX technology strategy and large-scale initiatives, establishing new functions, and managing complex cross-functional projects.
• Working experience with Salesforce (Service Cloud, Customer Experience Cloud) and hands-on experience evaluating and deploying AI solutions in a CX or GTM context.

Nice to have

• MBA; certifications in core CX platforms such as Salesforce, Gainsight, or Certinia.
• Experience with integrations and API management, data warehousing, BI and reporting tools, or data privacy regulations.

Pay

$184,000 and $234,000/year USD base salary; $217,000 and $275,000/year USD OTE total pay

Tools

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

AI focus

Leads adoption of AI across CX systems, including AI-native tool evaluation, workflow automation, AI-driven CX processes, and agentic workflows for the BSA and TPM team.