The opportunity
At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.
What you'll do
Lead and develop a high-performing team of Business Systems Analysts (BSA): and Technical Program Managers (TPM), fostering a culture of innovation, collaboration, and continuous improvement
Drive delivery excellence through iterative shipping, clear acceptance: criteria, UAT protocols, and comprehensive documentation (Program Charter, BRDs, FRDs, SOPs) that enable effective system adoption
Build strong relationships with executive stakeholders across the CX domain,: translate their objectives into scalable technology strategy, and communicate decisions, tradeoffs, and outcomes transparently
Collaborate closely with the CX Operations and Enablement/Productivity teams: to drive organizational efficiencies
Oversee the full lifecycle of CX systems initiatives: from initiation and vendor selection through implementation, optimization, and governance
Lead AI adoption across the CX technology stack: partner with stakeholders to identify high-impact use cases, evaluate AI-native tooling, and embed AI-driven automation into CX workflows (e.g. case routing, health scoring, lifecycle triggers, etc)
What they're looking for
- Drive AI-first transformation within the BSA+TPM team by codifying AI: workflows into shared practice, setting role-level expectations for AI-enabled work, and scaling capacity and quality through agentic workflows and automated analysis
- Partner with the Data Analytics and Growth Engineering teams to ensure CX: systems are built on a reliable data foundation - aligning on data models, integrations, pipeline dependencies, and reporting infrastructure to power CX insights and AI initiatives
- Serve as the principal advisor on CX systems, ensuring a cohesive and: integrated technology ecosystem cross-functionally
- Stay abreast of emerging CX technologies and industry trends, evaluating: their potential application to enhance Braze's CX capabilities
