Braze
Director, CX Business Systems
$184K–$275K
New York City +1 · Director · Full-time · Posted Jul 13, 2026
- Location
- New York City
San Francisco - Experience
- 15+ years in Business Systems, with at least 5 years in leadership or management 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 defines the strategy, roadmap, and delivery of technology supporting Braze’s post-sales and customer experience functions, including AI adoption.
What you'll do
- Lead and develop Business Systems Analysts and Technical Program Managers, overseeing delivery, governance, capacity planning, and system adoption.
- Set and execute the CX technology roadmap, managing systems, budgets, vendors, platform rollouts, and cross-functional escalations.
- Drive AI adoption and automation across CX systems and workflows, partnering with CX, data, and engineering teams.
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; experience with integrations and API management, data warehousing, BI, reporting, or CX/GTM 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 the CX technology stack, identify use cases, evaluate AI-native tools, embed AI automation in CX workflows, and scale AI-enabled work and agentic workflows within the BSA/TPM team.
Model-written summary · the original posting is authoritative