CX Operations Analyst

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew. We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization. To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success. Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture. If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you. Role Overview: As a CX Operations Analyst, you will play a vital role in enhancing the operational efficiency of the CX Operations team at Braze. Reporting to the Manager, CX Operations, you will be responsible for providing essential support in day-to-day operations, ensuring the accuracy of Customer and Customer Success CRM data, and supporting several strategic business initiatives. Your strong analytical capabilities and executive presence will be crucial in translating complex data into actionable leadership insights, automating workflows, and maintaining scalable operations. The ideal candidate is a high-performing self-starter who possesses exceptional communication skills, thrives in a fast-paced environment, and is passionate about leveraging data and technology to optimize customer engagement and retention. Key Responsibilities: Internal Operational Support: Provide timely and effective day-to-day operational support required to drive value to both internal and external customers of CX Operations. Territory Strategy & Org Migrations: Partner with CX Operations team and CS Leadership to design equitable account territories, conduct weekly data audits to fix discrepancies, and execute hierarchy changes in the CRM within the SLA timeframe to ensure zero reporting downtime. Process Adherence and Improvement: Independently audit and identify opportunities for process improvements, system automation, and operational efficiency within existing CX & renewals workflows. Reporting & Insights: Translate CRM Account data data into clear reports and dashboards for CX Management to highlight visibility for strategic decision-making. Maintain CX Data Hygiene: Take full ownership of the accuracy and completeness of CRM and CSP data, establishing standards and records needed for scalable, auditable processes. Operational AI Optimization: Identify opportunities to integrate AI tools such as Gemini and Claude into daily operations to automate routine tasks, accelerate data analysis, and maximize productivity. Documentation Creation: Lead the creation of clear process documentation and drive enablement programs to train internal CX & Operations teams on business-critical workflows and tool adoption. WHAT YOU HAVE Competencies: Attention to Detail: High level of accuracy in managing platform configurations and customer data. With a vigilance in ensuring compliance with customer contracts and internal policies. Communication: Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical stakeholders clearly and concisely. Collaboration: Ability to work effectively within a team and across departments across different initiatives and incentives. Time Management: Ability to manage multiple tasks and prioritize effectively. Operational Efficiency: Strong organizational skills to handle various requests and platform configurations against competing urgencies and timeframes. AI Literacy: Proficient in leveraging AI tools (Gemini, Claude, etc) to enhance personal productivity and accelerate problem solving while maintaining high standards for output accuracy. Adaptability: Flexibility to adapt to changing customer requirements and platform updates with the ability to learn new tools and technologies quickly. Ethical Standards: Commitment to maintaining high ethical standards in managing customer data and platform access. Ensuring compliance with company policies and industry regulations. Problem Solving: Strong analytical skills to identify and resolve issues efficiently. Ability to think critically and provide innovative solutions to improve processes. Data Management: Ability to maintain accurate records and documentation of customer instances and feature access while understanding data privacy and security best practices. Qualifications: Demonstrated experience in customer operations, support, sales operations, revenue operations, or business operations, preferably within a SaaS or tech environment. Hands-on proficiency with CRM platforms, with Salesforce strongly preferred. Intermediate to advanced proficiency in Google Sheets and/or Microsoft Excel (including pivot tables, vlookups, and data manipulation). Experience leveraging Generative AI tools to build operational efficiencies, automate workflows, and optimize personal productivity. Excellent written and verbal communication skills in English, with the ability to explain complex operational and technical concepts clearly. Ability to work independently with high autonomy while collaborating effectively with global teams Familiarity with Customer Engagement platforms or the Braze platform is a plus. WHAT WE OFFER Braze benefits vary by location, and we encourage you to review our specific benefits offerings for each country at here. More details on benefits plans will be provided if you receive an offer of employment. From offering comprehensive benefits to fostering hybrid ways of working, we've got you covered so you can prioritize work-life harmony. Braze offers benefits such as: Competitive compensation that may include 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 Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend A curated in-office employee experience, designed to foster community, team connections, and innovation Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching Employee Resource Groups that provide supportive communities within Braze Collaborative, transparent, and fun culture recognized as a Great Place to Work® ABOUT BRAZE Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging™ Braze helps brands deliver great customer experiences that drive value both for consumers and for their businesses. Built on a foundation of composable intelligence, BrazeAI™ allows marketers to combine and activate AI agents, models, and features at every touchpoint throughout the Braze Customer Engagement Platform for smarter, faster, and more meaningful customer engagement. From cross-channel messaging and journey orchestration to Al-powered decisioning and optimization, Braze enables companies to turn action into interaction through autonomous, 1:1 personalized experiences. The company has repeatedly been recognized as a Leader in marketing technology by industry analysts, and was voted a G2 “Best of Marketing and Digital Advertising Software Product” in 2025. Braze was also named a 2025 Best Companies To Work For by U.S. News and World Report, a 2025 America’s Greatest Companies by Newsweek, and a 2025 Fortune Best Workplace in Technology™ by Great Place To Work®, among other accolades. Braze is also proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore. The company is headquartered in New York with offices in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, São Paulo, Singapore, Seoul, Sydney and Tokyo. BRAZE IS AN EQUAL OPPORTUNITY EMPLOYER At Braze, we strive to create equitable growth and opportunities inside and outside the organization. Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices. We're committed to offering all candidates a fair, accessible, and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran. When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you you. We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria. If this sounds familiar, we encourage you to apply, as we’d love to meet you OUR AI-POWERED BRAZE RECRUITMENT PROCESS At Braze, we’re committed to a fair and transparent candidate experience. To help our recruitment teams focus on what matters most — the person behind each application — we use AI-assisted tools at certain stages of our recruitment process. This includes using AI to analyze the experience, skills and qualifications in your application materials to help with screening and prioritizing candidates. Such screening may amount to a form of solely automated decision-making. We also use AI for administrative support, like scheduling and recording interviews and summarizing interview notes. Our recruiting teams remain responsible for all hiring decisions and are involved throughout the process. Depending on where you are located, you may have certain rights available to you in relation to Braze’s use of AI: To opt out of AI-assisted review of your application, please click the “Learn More” at the end of the application form below and follow the instructions before submitting your application. Please note, if you apply to multiple roles at Braze, you will need to opt out in relation to each application. To exercise other types of rights, such as rights to request further information about how AI is used in our recruitment process, to request a manual review of any decision made or to contest a decision, please contact us at talentdata.privacy@braze.com. Please contact us at talentdata.privacy@braze.com with any questions. To find out more about our hiring process, check out this page. Notice Regarding Automated Employment Decision Tool (NYC Local Law 144) Our use of AI during the application review process may include the use of automated employment decision tools. Pursuant to New York City Local Law 144, for roles based in New York City, or if you reside in New York City, you have the right to request an alternative selection process or a reasonable accommodation instead of AI-assisted review. To opt out of AI-assisted review of your application, please click the “Learn More” button below and follow the instructions before submitting your application. Please note, if you apply to multiple roles at Braze, you will need to opt out in relation to each application. Please submit any other request to our Talent Acquisition team at talentdata.privacy@braze.com promptly after applying. Summaries of the most recent bias audit results for such tools are available here. Please see our Candidate Privacy Policy for more information on how Braze processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights.