Senior CX Operations Lead

At Braze, we have found our people. We're a genuinely approachable, exceptionally kind, and intensely passionate crew.

Responsibilities

Own and continuously improve operational processes and business requirements within the ES and PS divisions; Deliver 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 and empower teams to leverage analytics in daily operations; Act as a trusted advisor and liaison between the CX business and key operational and technical teams; Build and maintain relationships with GTM Operations, CBO Enablement, and Business Systems (BZS) teams, 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; Maintain advanced understanding of systems and tools used by CX, including Salesforce and other relevant platforms; Lead through influence to guide decisions, build alignment, and foster continuous improvement

Requirements

Own and improve operational processes in B2B SaaS environments; Proactively identify bottlenecks and manual pain points and design scalable solutions; Track record of designing and delivering operational programs with meaningful efficiency improvements; Methodical approach to identifying systemic challenges, measuring impact, and tracking key metrics; Proven ability to lead and inspire others without direct reports; Exceptional written and verbal communication skills and comfort presenting to senior stakeholders; Ability to build consensus and align senior stakeholders and upstream and downstream teams; Comfortable working autonomously and taking initiative; Strong experience with datasets and advanced data analysis using industry tooling; Advanced proficiency with Salesforce; 5+ years of relevant experience in an Operations or Process Improvement role, preferably within a SaaS company; Preferably 3-4 years of B2B SaaS business operations experience supporting a CX Services group; Proven ability to manage complex divisional projects and operational excellence frameworks; Demonstrated experience in data analysis and using insights to drive strategic business decisions; Strong organizational skills and attention to detail, including translating business cases into specifications and requirements documents; Strong expertise in business process modeling or improvement methodologies; Excellent skills in knowing when to build solutions with Salesforce versus 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

Nice to have

Strong working knowledge of Snowflake

Benefits

Competitive compensation that may include equity; Restricted stock units (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; Volunteer Week and donation matching; Employee Resource Groups