Senior Manager, CX Operations

• Architect Operational Strategy: Function as the primary architect for the operational strategy and business processes within the OTS, RS, and Customer Support divisions. Serve as the expert in Support and Services Process best practices to proactively identify systemic bottlenecks and manual pain points, and design foundational, scalable solutions that set the standard for efficiency.
• Drive Transformative Change: Lead complex, high-impact operational programs that redefine business processes and ensure alignment with departmental and company OKRs.
• Establish Data-Driven Excellence: Collaborate with Data Analytics and Growth Engineering (DAGE) 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.
• Senior Cross-Functional Leadership: Act as a critical advisor and liaison between the CX business and key operational and technical teams. This includes regular partnership with senior 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 team (BSA/Salesforce Administration) to drive the prioritization of strategic initiatives for Support and Services.
• Visionary Solution Design: Work with the CX BSA team to translate complex business requirements into elegant and visionary technical solutions. You will be responsible for defining the "what," "why," and influencing the "how" of systems implementation at a strategic level. Work with Growth Engineering teams to design and build AI solutions that improve efficiency within an Operations environment.
• Change Management: Helping 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.
• Deep Technical Acumen: Possess a deep, expert-level 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.
• Lead and Develop Talent: Recruit, mentor, and develop a high-performing team, fostering a culture of continuous improvement and professional growth as the team expands.

You are a strategic visionary and a recognized subject matter expert in CX Operations. You are a passionate, methodical problem-solver with a profound knack for translating complex, organizational-level challenges into clear, actionable, and transformative plans.

• You have a proven track record of architecting and leading high-impact operational programs that have resulted in significant business efficiency improvements.
• 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.
• You have exceptional written and verbal communication skills, comfortable presenting to and influencing executive leadership.
• 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.
• You are a highly collaborative individual, able to build consensus and align multiple senior stakeholders toward a common goal.
• You are a completer/finisher who is comfortable working autonomously and taking the initiative to drive efficiencies and streamline operations on a global scale.
• You have deep experience with datasets and advanced data analysis using industry tooling, and expert proficiency with Salesforce.
• You have a strong work ethic and take full responsibility for resolving complex, novel issues without recourse to your manager.

• 10+ years of relevant experience in an Operations or Process Improvement role, preferably within a SaaS company. Preferably 4-6 years experience with client implementation, professional services, and technical support workflows. 
• A proven ability to manage complex, multi-divisional projects and operational excellence frameworks.
• Demonstrated experience in data analysis and using insights to drive strategic business decisions.
• Strong organizational skills and an unwavering attention to detail.
• Deep 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.
• Extensive experience with PSA/ERP tools and advanced Excel or reporting platforms.
• Statistical evidence of building transformative change from within an Operations environment.
• Bonus points for having a strong working knowledge of Snowflake.

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $119,000 - $136,000/year with an expected On Target Earnings (OTE) between $140,000 - $160,000/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, Braze offers full- and part- time employees a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that all Braze employees own a piece of our company.