Director, CX Business Systems

📋 Description

• Lead and develop a high‑performing BSA and TPM team.
• Define strategy and roadmap for the CX technology stack.
• Own CX systems lifecycle from initiation to governance.
• Partner with CX executives to translate objectives into tech strategy.
• Collaborate with CX Ops/Enablement to drive efficiencies.
• Manage CX tech vendors, budgets, and platform rollouts.

🎯 Requirements

• 15+ years in Business Systems; 5+ in CX leadership.
• Bachelor's in IT/CS/Engineering; MBA a plus.
• Experience with Salesforce Service Cloud and CX Cloud.
• Experience with Gainsight, Certinia, Rocketlane, SupportLogic, SearchUnify.
• Strong leadership, communication, and stakeholder management.
• AI in CX/GTM with AI-native tools and automation.

🎁 Benefits

• Competitive compensation with equity.
• Retirement plan and employee stock purchase plan.
• Flexible paid time off.
• Comprehensive medical, dental, vision coverage.
• Parental leave and family services.
• Professional development stipend.