Senior CX Operations Lead

New York City·Posted today

saas

<div class="content-intro">At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew. We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization. To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success. Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture. If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.</div><h2>WHAT YOU'LL DO</h2> <ul> <li>Own Operational Processes: Own and continuously improve the operational processes and business requirements within the ES and PS divisions. Serve as an expert in Services Process best practices, with strong knowledge of the B2B SaaS business operations that underpin a CX Services group (e.g., services scoping and delivery, partner enablement and qualification, resource and capacity planning, and services revenue and utilization), to proactively identify bottlenecks and manual pain points, and design scalable solutions that drive efficiency.</li> <li>Deliver Operational Improvement: Lead high-impact operational programs that improve business processes and ensure alignment with departmental and company OKRs.</li> <li>Establish Data-Driven Excellence: Collaborate with the Data Engineering Enterprise Platform team (DEEP) to establish and maintain reporting frameworks that provide senior leadership with actionable insights into operational efficiency. Champion a data-driven approach, empowering teams to leverage analytics to inform their daily operations.</li> <li>Cross-Functional Leadership: Act as a trusted advisor and liaison between the CX business and key operational and technical teams. This includes regular partnership with leaders in CX business divisions and serving as a liaison with our Program Management team.</li> <li>Influence Stakeholder Partnerships: Build and maintain strong, collaborative relationships with other departments, including GTM Operations (to define and drive best-practice frameworks), and the CBO Enablement team. Collaborate with the Business Systems (BZS) team, including Salesforce Administration to support the prioritization of key initiatives for Support and Services.</li> <li>Solution Design: Liaise closely with the BZS team, building well-honed specifications and requirements documents from business cases, then working with BZS to generate elegant, scalable technical solutions. You will be responsible for defining the "what," "why," and contributing to the "how" of systems implementation. Work with Growth Engineering teams to design and build AI solutions that improve efficiency within an Operations environment.</li> <li>Change Management: Help build the change management strategy for new processes or systems, including leading internal documentation efforts and partnering with the CBO Enablement team to ensure organization-wide training and adoption.</li> <li>Technical Acumen: Possess an advanced understanding of the systems and tools used by CX, including Salesforce and other relevant platforms. Be comfortable with complex datasets and advanced analytics to support strategic process analysis.</li> <li>Lead Through Influence: Bring strong leadership qualities to a role without direct reports, working closely with both upstream and downstream teams to guide decisions, build alignment, and foster a culture of continuous improvement.</li> </ul> <h2>WHO YOU ARE</h2> You are a solutions-focused subject matter expert in CX Operations, with a strong command of B2B SaaS business operations for CX Services organizations. You are a passionate, methodical problem-solver with a profound knack for translating complex operational challenges into clear, actionable plans. <ul> <li>You have a proven track record of designing and delivering operational programs that have resulted in meaningful efficiency improvements.</li> <li>You possess an independent and results-oriented mindset, are methodical in your approach to identifying systemic challenges, measuring impact, and tracking key metrics, and have a proven ability to lead and inspire others.</li> <li>You have exceptional written and verbal communication skills, and are comfortable presenting to and influencing senior stakeholders.</li> <li>You are inquisitive about new technologies, and you always want to ‘get under the hood’ to see how your team could potentially benefit from early adoption.</li> <li>You are a highly collaborative individual, able to build consensus and align multiple senior stakeholders and both upstream and downstream teams toward a common goal.</li> <li>You are a completer/finisher who is comfortable working autonomously and taking the initiative to drive efficiencies and streamline operations on a global scale.</li> <li>You have strong experience with datasets and advanced data analysis using industry tooling, and advanced proficiency with Salesforce.</li> <li>You have a strong work ethic and take full responsibility for resolving complex issues with minimal guidance from your manager.</li> <li>5+ years of relevant experience in an Operations or Process Improvement role, preferably within a SaaS company. Preferably 3-4 years of experience with B2B SaaS business operations supporting a CX Services group, including professional/expert services delivery, partner services and partner programs, client implementation, and technical support workflows. </li> <li>A proven ability to manage complex, divisional projects and operational excellence frameworks, ideally across Expert Services and Partner Services functions.</li> <li>Demonstrated experience in data analysis and using insights to drive strategic business decisions.</li> <li>Strong organizational skills and an unwavering attention to detail, including experience translating business cases into clear, precise specifications and requirements documents.</li> <li>Strong expertise in business process modeling or improvement methodologies.</li> <li>Excellent skills in knowing when/how to build solutions with Salesforce and when to use an alternative technical tool.</li> <li>Solid experience with PSA/ERP tools and advanced Excel or reporting platforms.</li> <li>Measurable evidence of driving meaningful change from within an Operations environment.</li> <li>Bonus points for having a strong working knowledge of Snowflake.</li> </ul> For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $84,390 and $120,930/year, with an expected On Target Earnings (OTE) between $97,000 and $139,000/year (including bonus or commission). Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, this role qualifies for a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that you will own a piece of our company. #LI-Hybrid<div class="content-conclusion">WHAT WE OFFER Braze benefits vary by location, and we encourage you to review our specific benefits offerings for each country at <a href="https://www.braze.com/company/careers/how-we-hire#benefit-section">here</a>. More details on benefits plans will be provided if you receive an offer of employment. From offering comprehensive benefits to fostering hybrid ways of working, we've got you covered so you can prioritize work-life harmony. Braze offers benefits such as: <ul> <li>Competitive compensation that may include equity</li> <li>Retirement and Employee Stock Purchase Plans</li> <li>Flexible paid time off</li> <li>Comprehensive benefit plans covering medical, dental, vision, life, and disability</li> <li>Family services that include fertility benefits and equal paid parental leave</li> <li>Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend</li> <li>A curated in-office employee experience, designed to foster community, team connections, and innovation</li> <li>Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching</li> <li>Employee Resource Groups that provide supportive communities within Braze</li> <li>Collaborative, transparent, and fun culture recognized as a Great Place to Work®</li> </ul> ABOUT BRAZE Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging™ Braze helps brands deliver great customer experiences that drive value both for consumers and for their businesses. Built on a foundation of composable intelligence, BrazeAI™ allows marketers to combine and activate AI agents, models, and features at every touchpoint throughout the Braze Customer Engagement Platform for smarter, faster, and more meaningful customer engagement. From cross-channel messaging and journey orchestration to Al-powered decisioning and optimization, Braze enables companies to turn action into interaction through autonomous, 1:1 personalized experiences. The company has repeatedly been recognized as a Leader in marketing technology by industry analysts, and was voted a G2 “Best of Marketing and Digital Advertising Software Product” in 2025. Braze was also named a 2025 Best Companies To Work For by U.S. News and World Report, a 2025 America’s Greatest Companies by Newsweek, and a 2025 Fortune Best Workplace in Technology™ by Great Place To Work®, among other accolades. Braze is also proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore. The company is headquartered in New York with offices in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, São Paulo, Singapore, Seoul, Sydney and Tokyo. BRAZE IS AN EQUAL OPPORTUNITY EMPLOYER At Braze, we strive to create equitable growth and opportunities inside and outside the organization. Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices. We're committed to offering all candidates a fair, accessible, and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran. When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you you. We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria. If this sounds familiar, we encourage you to apply, as we’d love to meet you OUR AI-POWERED BRAZE RECRUITMENT PROCESS At Braze, we’re committed to a fair and transparent candidate experience. To help our recruitment teams focus on what matters most — the person behind each application — we use AI-assisted tools at certain stages of our recruitment process. This includes using AI to analyze the experience, skills and qualifications in your application materials to help with screening and prioritizing candidates. Such screening may amount to a form of solely automated decision-making. We also use AI for administrative support, like scheduling and recording interviews and summarizing interview notes. Our recruiting teams remain responsible for all hiring decisions and are involved throughout the process. Depending on where you are located, you may have certain rights available to you in relation to Braze’s use of AI: <ul> <li>To opt out of AI-assisted review of your application, please click the “Learn More” at the end of the application form below and follow the instructions before submitting your application. Please note, if you apply to multiple roles at Braze, you will need to opt out in relation to each application.</li> <li>To exercise other types of rights, such as rights to request further information about how AI is used in our recruitment process, to request a retroactive manual review of any decision made or to contest a decision, please contact us at <a href="talentdata.privacy@braze.com">talentdata.privacy@braze.com</a>. </li> </ul> Please contact us at <a href="talentdata.privacy@braze.com">talentdata.privacy@braze.com</a> with any questions. To find out more about our hiring process, check out <a href="https://www.braze.com/company/careers/how-we-hire">this page</a>. Notice Regarding Automated Employment Decision Tool (NYC Local Law 144) Our use of AI during the application review process may include the use of automated employment decision tools. Pursuant to New York City Local Law 144, for roles based in New York City, or if you reside in New York City, you have the right to request an alternative selection process or a reasonable accommodation instead of AI-assisted review.  To opt out of AI-assisted review of your application, please click the “Learn More” button below and follow the instructions before submitting your application. Please note, if you apply to multiple roles at Braze, you will need to opt out in relation to each application. Please submit any other request to our Talent Acquisition team at <a href="talentdata.privacy@braze.com">talentdata.privacy@braze.com</a> promptly after applying. Summaries of the most recent bias audit results for such tools are available <a href="https://www.braze.com/company/legal/bias-audit-candidates">here</a>. Please see our<a href="https://www.braze.com/company/legal/privacy-policy-job-candidates"> Candidate </a><a href="https://www.braze.com/company/legal/privacy-policy-job-candidates">Privacy Policy</a> for more information on how Braze processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights. </div>

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