Braze · 2 months ago
Senior Manager, CX Operations
New York City
Full-time
Onsite
Senior Level, Lead/Staff
$119K/yr - $136K/yr
10+ years expBraze is a leading customer engagement platform that empowers brands to create engaging relationships with customers. They are seeking a Senior Manager for CX Operations to architect operational strategies, drive transformative change, and establish data-driven excellence across customer support divisions while leading a high-performing team.
AnalyticsCRMMarketingMarketing AutomationSoftware
Responsibilities
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
Qualification
Required
10+ years of relevant experience in an Operations or Process Improvement role, preferably within a SaaS company
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
Preferred
4-6 years experience with client implementation, professional services, and technical support workflows
Bonus points for having a strong working knowledge of Snowflake
Benefits
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®
Company
Braze
Braze is a customer engagement platform that enables customer-centric interactions between brands and consumers.
1001-5000 employees
H1B Sponsorship
Braze has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (16)
2024 (10)
2023 (5)
2022 (16)
2021 (6)
2020 (4)
Funding
Current Stage
Public CompanyTotal Funding
$314.29MKey Investors
SnowflakeMeritech Capital PartnersBattery Ventures
2025-04-10Post Ipo Equity· $139.19M
2023-06-21Grant
2021-11-17IPO
Leadership Team
Astha Malik
Chief Business Officer - Braze (NASDAQ:BRZE)
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