Director, CX Business Systems
Core
Lead the Post Sales / Customer Experience (CX) business systems analysts and technical program managers team to define the strategic roadmap for the CX technology stack, driving operational excellence and AI adoption.
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 Engagement / Marketing Technology
Deliverable
production ML models | product features | dashboards & analysis
Required skills
CX technology strategy, team leadership, Salesforce (Service Cloud, Customer Experience Cloud), Gainsight, Certinia, RocketLane, SupportLogic, SearchUnify, AI solution evaluation, vendor management, program management, agile methodologies, data modeling, integrations, API management
Preferred skills
MBA, data warehousing, business intelligence (BI), reporting tools, data privacy regulations (GDPR, CCPA)
Technologies
Salesforce, Gainsight, Certinia, RocketLane, SupportLogic, SearchUnify
Responsibilities
Lead and develop a high-performing team of Business Systems Analysts (BSA) and Technical Program Managers (TPM); Drive delivery excellence through iterative shipping, clear acceptance criteria, UAT protocols, and comprehensive documentation; Build strong relationships with executive stakeholders to translate objectives into scalable technology strategy; Collaborate with CX Operations and Enablement/Productivity teams to drive organizational efficiencies; Oversee the full lifecycle of CX systems initiatives from initiation to governance; Lead AI adoption across the CX technology stack; Drive AI-first transformation within the BSA+TPM team; Partner with Data Analytics and Growth Engineering teams to ensure reliable data foundations; Serve as the principal advisor on CX systems; Stay abreast of emerging CX technologies; Own and manage vendor relationships for CX technology platforms; Own vendor and cross-functional escalations; Own and manage CX systems, budgets, and resources; Own the CX technology transformation roadmap; Lead work intake governance, OKR definition, and capacity planning; Partner with Business Systems Delivery & Support teams for technical execution
Seniority
Director, strategic leadership & hands-on execution
