{"id":3712031,"url":"https://alion.io/job/braze-senior-cx-operations-lead","title":"Senior CX Operations Lead","company":{"id":3574,"name":"Braze","domain":"braze.com","url":"https://alion.io/company/braze","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":96,"open_postings":7,"ghost_share":0,"stale_share":0.143,"repost_share":0,"time_to_fill_p50_days":55,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Operations","role_family":"Operations","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["San Francisco, United States","Chicago, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":84390,"max":120930,"currency":"USD","period":"year","gross":null,"usd_annual":120930},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"AI Agents","optional":true},{"name":"Snowflake","optional":true}],"status":"live","first_seen_at":"2026-11-03T19:14:45Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-11T23:05:35Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.\nWe 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.\nTo 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.\nOur 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.\nIf 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.\nWHAT YOU'LL DO\nOwn 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.\nDeliver Operational Improvement: Lead high-impact operational programs that improve business processes and ensure alignment with departmental and company OKRs.\nEstablish 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.\nCross-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.\nInfluence 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.\nSolution 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 will be responsible for defining the \"what,\" \"why,\" and contributing to the \"how\" of systems implementation. Work with Growth Engineering teams to design and build AI solutions that improve efficiency within an Operations environment.\nChange Management: Help 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.\nTechnical Acumen: Possess an advanced 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.\nLead Through Influence: Bring strong leadership qualities to a role without direct reports, working closely with both upstream and downstream teams to guide decisions, build alignment, and foster a culture of continuous improvement.\nWHO YOU ARE\nYou are a solutions-focused subject matter expert in CX Operations, with a strong command of B2B SaaS business operations for CX Services organizations. You are a passionate, methodical problem-solver with a profound knack for translating complex operational challenges into clear, actionable plans.\nYou have a proven track record of designing and delivering operational programs that have resulted in meaningful efficiency improvements.\nYou 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.\nYou have exceptional written and verbal communication skills, and are comfortable presenting to and influencing senior stakeholders.\nYou 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.\nYou are a highly collaborative individual, able to build consensus and align multiple senior stakeholders and both upstream and downstream teams toward a common goal.\nYou are a completer/finisher who is comfortable working autonomously and taking the initiative to drive efficiencies and streamline operations on a global scale.\nYou have strong experience with datasets and advanced data analysis using industry tooling, and advanced proficiency with Salesforce.\nYou have a strong work ethic and take full responsibility for resolving complex issues with minimal guidance from your manager.\n5+ years of relevant experience in an Operations or Process Improvement role, preferably within a SaaS company. Preferably 3-4 years of experience with B2B SaaS business operations supporting a CX Services group, including professional/expert services delivery, partner services and partner programs, client implementation, and technical support workflows. \nA proven ability to manage complex, divisional projects and operational excellence frameworks, ideally across Expert Services and Partner Services functions.\nDemonstrated experience in data analysis and using insights to drive strategic business decisions.\nStrong organizational skills and an unwavering attention to detail, including experience translating business cases into clear, precise specifications and requirements documents.\nStrong expertise in business process modeling or improvement methodologies.\nExcellent skills in knowing when/how to build solutions with Salesforce and when to use an alternative technical tool.\nSolid experience with PSA/ERP tools and advanced Excel or reporting platforms.\nMeasurable evidence of driving meaningful change from within an Operations environment.\nBonus points for having a strong working knowledge of Snowflake.\nFor candidates based in the United States, the pay range for this position at the start of employment is expected to be between $84,390 and $120,930/year, with an expected On Target Earnings (OTE) between $97,000 and $139,000/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, this role qualifies for a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that you will own a piece of our company.\nWHAT WE OFFER\nBraze benefits vary by location, and we encourage you to review our specific benefits offerings for each country at here. More details on benefits plans will be provided if you receive an offer of employment.\nFrom 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:\nCompetitive compensation that may include equity\nRetirement and Employee Stock Purchase Plans\nFlexible paid time off\nComprehensive benefit plans covering medical, dental, vision, life, and disability\nFamily services that include fertility benefits and equal paid parental leave\nProfessional development supported by formal career pathing, learning platforms, and a yearly learning stipend\nA curated in-office employee experience, designed to foster community, team connections, and innovation\nOpportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching\nEmployee Resource Groups that provide supportive communities within Braze\nCollaborative, transparent, and fun culture recognized as a Great Place to Work®\nABOUT BRAZE\nBraze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging™ Braze helps brands deliver great customer experiences that drive value both for consumers and for their businesses. Built on a foundation of composable intelligence, BrazeAI™ allows marketers to combine and activate AI agents, models, and features at every touchpoint throughout the Braze Customer Engagement Platform for smarter, faster, and more meaningful customer engagement. From cross-channel messaging and journey orchestration to Al-powered decisioning and optimization, Braze enables companies to turn action into interaction through autonomous, 1:1 personalized experiences.\nThe company has repeatedly been recognized as a Leader in marketing technology by industry analysts, and was voted a G2 “Best of Marketing and Digital Advertising Software Product” in 2025.\nBraze was also named a 2025 Best Companies To Work For by U.S. News and World Report, a 2025 America’s Greatest Companies by Newsweek, and a 2025 Fortune Best Workplace in Technology™ by Great Place To Work®, among other accolades. Braze is also proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore.\nThe company is headquartered in New York with offices in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, São Paulo, Singapore, Seoul, Sydney and Tokyo.\nBRAZE IS AN EQUAL OPPORTUNITY EMPLOYER\nAt Braze, we strive to create equitable growth and opportunities inside and outside the organization.\nBuilding 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.\nWe 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\nOUR AI-POWERED BRAZE RECRUITMENT PROCESS\nAt Braze, we’re committed to a fair and transparent candidate experience. To help our recruitment teams focus on what matters most - the person behind each application - we use AI-assisted tools at certain stages of our recruitment process.\nThis includes using AI to analyze the experience, skills and qualifications in your application materials to help with screening and prioritizing candidates. Such screening may amount to a form of solely automated decision-making. We also use AI for administrative support, like scheduling and recording interviews and summarizing interview notes. Our recruiting teams remain responsible for all hiring decisions and are involved throughout the process.\nDepending on where you are located, you may have certain rights available to you in relation to Braze’s use of AI:\nTo 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.\nTo exercise other types of rights, such as rights to request further information about how AI is used in our recruitment process, to...","description_format":"text","description_chars":13388,"description_truncated":true,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Parental leave","Professional development","Retirement plans"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Marketing Automation","Email Marketing"],"lifecycle":[{"event":"open","at":"2026-11-03T23:40:54Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 21 · green card filings: 6","filings_12m":21,"filings_prev_12m":16,"green_card_filings_12m":6,"median_offered_wage_usd":151944,"route":null,"cap_exempt":false,"checked_at":"2026-11-11T07:38:50+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":99,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.993,"p_room":1,"age_days":7,"expected_fill_days":55,"reasons":["conf:2","wave","velocity","win:early","comp:brand"],"computed_at":"2026-11-11T05:49:22Z"},"pay":{"stated_usd_annual":120930,"is_top_pay":false},"html_url":"https://alion.io/job/braze-senior-cx-operations-lead","json_url":"https://alion.io/job/braze-senior-cx-operations-lead.json","meta":{"generated_at":"2026-11-12T01:47:20Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4107,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3574},"rest":"https://alion.io/mcp/rest/get_company?id=3574"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbraze-senior-cx-operations-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbraze-senior-cx-operations-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbraze-senior-cx-operations-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/braze-senior-cx-operations-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbraze-senior-cx-operations-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3712031}},{"tool":"search_jobs","arguments":{"company":"braze.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3712031},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}