Director, CX Business Systems
Core
Lead the Post Sales/CX business systems analysts and technical program managers team to define and execute the strategic roadmap for the CX technology stack, driving AI adoption and operational excellence.
Role type
Director, CX Business Systems
Builds
CX technology stack supporting Expert/Professional Services, Partner Led Delivery, Customer Success, and Customer/Technical Support functions
Domain
SaaS Customer Experience (CX) and Post-Sales
Deliverable
production ML models
Required skills
Strategic technology roadmap planning, team leadership (BSA/TPM), AI adoption and automation, vendor relationship management, stakeholder management, program management, Salesforce expertise, data foundation alignment
Preferred skills
MBA, CX platform certifications, API management, data warehousing/BI, data privacy regulations
Technologies
Salesforce (Service Cloud, Customer Experience Cloud), Gainsight, Certinia, RocketLane, SupportLogic, SearchUnify
Responsibilities
Lead and develop a high-performing team of Business Systems Analysts and Technical Program Managers; Drive delivery excellence through iterative shipping and documentation; Build strong relationships with executive stakeholders to translate objectives into scalable technology strategy; Oversee the full lifecycle of CX systems initiatives from initiation to governance; Lead AI adoption across the CX technology stack; Partner with Data Analytics and Growth Engineering teams to ensure reliable data foundations; Own and manage vendor relationships and CX technology platforms; Own the CX technology transformation roadmap and resource allocation
Seniority
Director, strategic leadership with hands-on technical guidance