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