CXOperations-InsightsLead

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. The CX Operations Insights Lead will serve as a critical Individual Contributor bridging the gap between data-driven operational metrics and resource allocation across the entire Customer Experience (CX) department. Reporting to the Senior Director of CX Operations, this role acts as a strategic architect focusing on two primary pillars: Headcount Capacity Planning and broad Insights & Analytics. While our Resource Management team handles tactical resourcing for projects within Certinia PSA, this role will step back to look at the broader picture. You will be responsible for forecasting and headcount modeling for all CX teams, including those not currently utilizing Certinia, such as Customer Support and Customer Success. Beyond capacity planning, you will drive high-visibility analytics initiatives with a heavy emphasis on workflow automation, ensuring our CX leadership have the insights needed for their key business reviews