Senior CX Operations Lead

The posting, as Braze wrote it

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.

WHAT YOU'LL DO

• 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
• Deliver Operational Improvement: Lead high-impact operational programs that improve business processes and ensure alignment with departmental and company OKRs
• 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
• 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
• 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
• 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 w

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ecisions 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:

• 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.
• 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 talentdata.privacy@braze.com .

Please contact us at talentdata.privacy@braze.com with any questions. To find out more about our hiring process, check out this page .

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 talentdata.privacy@braze.com promptly after applying. Summaries of the most recent bias audit results for such tools are available here .

Please see our Candidate Privacy Policy 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.