Director, Customer Operations Job at Braze
Braze (Nasdaq: BRZE) is a leading, comprehensive customer engagement platform that powers interactions between consumers and brands they love. With Braze, global brands like Burger King, Delivery Hero, HBO Max, Mercari, and Venmo can ingest and process customer data in real time, orchestrate and optimize contextually relevant, cross-channel marketing campaigns, and continuously evolve their customer engagement strategies. And we do it at scale – last fiscal year our customers used Braze to send approximately 1.5 trillion messages to billions of monthly active users.
But we're so much more than our platform. Although we've recently grown to a team of over 1,300 people, Braze still buzzes with energy, collaboration, and transparency. We value curiosity, individuality, and tenacity—as part of the team, you'll be encouraged to take your seat at the table and create your own destiny. Our values are inspired by our employees, which means Braze is a place where you can truly be yourself. We're growing, with a focus on building for the long term under tenured leadership and continuing to evolve for the better.
Need more proof? Braze is proudly certified as a Great Place to Work® in the U.S. and the UK. In 2022, Braze ranked #1 on Fortune's Best Small and Medium Workplace in New York, #5 on Fortune's Best Workplaces for Millennials in the US, and #11 on Fortune's Best Medium Sized Workplace for Women in the UK.
You'll find many of us at headquarters in New York City or around the world in Austin, Berlin, Chicago, London, Paris, San Francisco, Singapore, Tokyo, and Toronto.
The Director of Customer Operations partners with Braze Customer Success (CS) and Global Services & Support (GSS) leadership and operations teams to drive operational excellence and the execution, evolution and scale of Braze's customer strategy. You will advocate for the customer internally and partner closely with other teams across Braze such as product, sales, finance, and growth to develop the systems, tools, and insights to manage the customer base of a hyperscaling SaaS organization. The role works cross-functionally with multiple teams to drive effective, efficient and scalable customer adoption, retention and expansion globally. This role reports to the SVP, GTM Operations.
Responsibilities:
- Set the vision and drive the strategic direction for customer operations organization
- Drive priorities, strategy and direction for the systems, policies and data needed to support our Customer Success (CS) and Global Services & Support(GSS) organizations
- Develop deep expertise and influence on the key Systems and data-flows that support the customer functions, including Salesforce, Catalyst, and FinancialForce, as well as other corporate or specialist systems that need to be developed to support the practice
- Hire, develop, and manage top talent that supports key CS and GSS operational processes and systems and be the expert operational liaison with adjacent operational teams in Product, Sales, Finance, Growth, etc.
- Work cross-functionally to ensure we have the correct processes and data in place to properly handle all customer billing queries
- Strive to improve the day-to-day of our CS and GSS roles through process improvement and better tooling
- Operationalize new ideas through the creation of new processes and workflows
- Facilitate the speedy execution of CS & GSS priorities
- Enforce consistency and global adoption of key processes through training and understanding of post sales challenges
- Drive actionable insights through data analysis
Qualifications
- 10+ years experience in implementation or operations focused role
- 4+ years people management experience
- Strong verbal and written communicator with experience presenting to senior leaders
- Expertise in Salesforce, admin experience required
- Expertise in Excel, Tableau, Looker or other similar BI tools required
- Expertise in Tray.io, Workato, Zapier or other similar Business Automation tools a plus
- Quantitative thinker with track record of distilling actionable insights from complex data
- Proven track-record of leading projects to completion and following up on success
- Experience managing broad stakeholder groups to achieve strategic objectives
- Excited to take on big ambiguous problems that haven't been tackled before
- Worked with Post Sales Operations in the past
- Familiarity with SaaS business models
For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $120,000 and $144,000/year with an expected On Target Earnings (OTE) between $150,000 and $180,000/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, Braze offers full- and part- time employees a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that all Braze employees own a piece of our company.
WHAT WE OFFER
From comprehensive benefits to remote availability to flexible time off, we've got you covered so you can prioritize work-life harmony.
- Competitive compensation that includes 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
- Global presence, dog-friendly offices, and remote availability
- Professional development supported by formal career pathing, learning platforms, and tuition reimbursement
- Community engagement opportunities throughout the year, including an annual company wide Volunteerism Week
- Employee Resource Groups that provide supportive communities within Braze
- Collaborative, transparent, and fun culture recognized as a Great Place to Work®
Details of these benefit plans will be provided if a candidate receives an offer of employment. Benefits may vary by location.
If you are a California resident subject to the California Consumer Privacy Act ("CCPA"), as amended by the California Privacy Rights Act ("CPRA") which comes into effect January 1, 2023, click here to understand how Braze processes your personal information and how you can exercise your rights.
If you are located in the EU or UK visit our privacy policy to understand how Braze processes your personal information and how you can exercise your rights.
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