Director, CX Business Systems

📋 Description

• Lead and develop a high-performing BSA/TPM team for CX systems
• Define CX tech strategy, roadmap, and platform governance
• Oversee CX systems lifecycle from initiation to governance and vendor selection
• Lead AI adoption across the CX stack; identify use cases and automate workflows
• Partner with Data Analytics and Growth Eng to align data models and reporting
• Serve as the principal CX systems advisor, ensuring a cohesive tech ecosystem

🎯 Requirements

• Bachelor's degree or equivalent; MBA is a plus
• 15+ years in Business Systems; 5+ years in CX leadership
• Proven CX tech strategy and large-scale delivery experience
• Experience with Salesforce Service Cloud/Experience Cloud; Gainsight; Certinia
• Hands-on AI in CX/GTM with AI-native tools and automation
• Familiar with Agile methods and cross-functional leadership

🎁 Benefits

• Competitive compensation with equity potential
• Retirement plans and 401(k) options
• Flexible paid time off
• Comprehensive health plans (medical, dental, vision)
• Professional development stipend and career pathing
• Hybrid in-office experience with community and events