Senior CX Operations Lead

Join Braze, a leading customer engagement platform, as a Senior CX Operations Lead. In this role, you will own and improve operational processes, deliver operational improvements, establish data-driven excellence, and lead cross-functional initiatives. You will work closely with various teams, including data engineering, program management, and business systems. The ideal candidate has a strong background in CX operations, B2B SaaS business operations, and advanced data analysis.

Responsibilities

• Own and continuously improve the operational processes and business requirements within the ES and PS divisions, serving as an expert in Services Process best practices.
• Lead high-impact operational programs that improve business processes and ensure alignment with departmental and company OKRs.
• Collaborate with the Data Engineering Enterprise Platform team to establish and maintain reporting frameworks that provide senior leadership with actionable insights into operational efficiency.