Senior Manager, CX Operations at Braze

New York, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

27 Jan, 26

Salary

136000.0

Posted On

29 Oct, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operational Strategy, Data Analysis, Change Management, Salesforce, Process Improvement, Cross-Functional Leadership, Stakeholder Management, Team Development, Technical Acumen, AI Solutions, Reporting Frameworks, Business Process Modeling, Collaboration, Communication, Problem Solving, Project Management

Industry

Software Development

Description

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 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. Who You Are 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. What You Will Have 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. WHAT WE OFFER Braze benefits vary by location, and we encourage you to review our specific benefits offerings for each country here. More details on benefits plans will be provided if you receive an offer of employment. From offering comprehensive benefits to fostering hybrid ways of working, we’ve got you covered so you can prioritize work-life harmony. Braze offers benefits such as: Competitive compensation that may include equity Retirement and Employee Stock Purchase Plans Flexible paid time off Comprehensive benefit plans covering medical, dental, vision, life, and disability Family services that include fertility benefits and equal paid parental leave Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend A curated in-office employee experience, designed to foster community, team connections, and innovation Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching Employee Resource Groups that provide supportive communities within Braze Collaborative, transparent, and fun culture recognized as a Great Place to Work® ABOUT BRAZE Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging.™ Braze allows any marketer to collect and take action on any amount of data from any source, so they can creatively engage with customers in real time, across channels from one platform. From cross-channel messaging and journey orchestration to Al-powered experimentation and optimization, Braze enables companies to build and maintain absolutely engaging relationships with their customers that foster growth and loyalty. Braze is proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore. In 2025, we were recognized as one of Built In’s Best Places to Work. In 2024, we were included in U.S. News & World Report’s Best Companies to Work For (Top 10%) and recognized in Great Place to Work’s Fortune Best Medium Workplaces, Fortune Best Workplaces in Technology, Fortune Best Workplaces for Parents, and Fortune Best Workplaces for Women. Additionally, we were featured in Great Place to Work UK’s Best Workplaces, Best Workplaces in Europe, Best Workplaces for Development, Best Workplaces for Wellbeing, Best Workplaces for Women, and Best Workplaces in Technology. You’ll find many of us at headquarters in New York City or around the world in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, Singapore, São Paulo, Seoul, Sydney and Tokyo – not to mention our employees in nearly 50 remote locations. BRAZE IS AN EQUAL OPPORTUNITY EMPLOYER At Braze, we strive to create equitable growth and opportunities inside and outside the organization. Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices. We're committed to offering all candidates a fair, accessible, and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran. When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you you. We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria. If this sounds familiar, we encourage you to apply, as we’d love to meet you. 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.

Responsibilities

Architect operational strategy and business processes within the OTS, RS, and Customer Support divisions. Drive transformative change by leading complex operational programs that align with departmental and company objectives.