Senior CX Operations Lead

Braze is the leading customer engagement platform. This senior role owns and improves operational processes within the ES and PS divisions of the CX Services group, combining process expertise, data-driven reporting, Salesforce systems work, and cross-functional leadership without direct reports.

Responsibilities

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, including B2B SaaS business operations underpinning a CX Services group; Proactively identify bottlenecks and manual pain points and design scalable solutions that drive efficiency; Lead high-impact operational programs that improve business processes and ensure alignment with departmental and company OKRs; Collaborate with the Data Engineering Enterprise Platform team (DEEP) to establish and maintain reporting frameworks providing senior leadership with actionable insights into operational efficiency; Champion a data-driven approach, empowering teams to leverage analytics; Act as a trusted advisor and liaison between the CX business and key operational and technical teams, including Program Management; Build and maintain collaborative relationships with GTM Operations, the CBO Enablement team, and the Business Systems (BZS) team, including Salesforce Administration; Liaise with the BZS team to build specifications and requirements documents and define the 'what', 'why', and contribute to the 'how' of systems implementation; Work with Growth Engineering teams to design and build AI solutions that improve efficiency within an Operations environment; Help build the change management strategy for new processes or systems, including internal documentation and organization-wide training and adoption; Possess an advanced understanding of systems and tools used by CX, including Salesforce; Lead through influence without direct reports, guiding decisions, building alignment, and fostering continuous improvement

Requirements

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; A proven ability to manage complex, divisional projects and operational excellence frameworks, ideally across Expert Services and Partner Services functions; Demonstrated experience in data analysis and using insights to drive strategic business decisions; Strong organizational skills and an unwavering attention to detail, including experience translating business cases into clear, precise specifications and requirements documents; Strong expertise in business process modeling or improvement methodologies; Excellent skills in knowing when/how to build solutions with Salesforce and when to use an alternative technical tool; Solid experience with PSA/ERP tools and advanced Excel or reporting platforms; Measurable evidence of driving meaningful change from within an Operations environment; Strong experience with datasets and advanced data analysis using industry tooling; Advanced proficiency with Salesforce; Proven track record of designing and delivering operational programs that have resulted in meaningful efficiency improvements; Exceptional written and verbal communication skills; Comfortable presenting to and influencing senior stakeholders

Nice to have

Strong working knowledge of Snowflake

Benefits

Competitive compensation that may include equity; Restricted stock (RSUs) equity grants; Retirement and Employee Stock Purchase Plans; Flexible paid time off; Comprehensive benefit plans covering medical, dental, vision, life, and disability; Family services including fertility benefits and equal paid parental leave; Professional development with formal career pathing, learning platforms, and a yearly learning stipend; Curated in-office employee experience; Opportunities to give back, including an annual company-wide Volunteer Week and donation matching; Employee Resource Groups