Own and improve CX Services operational processes, lead cross-functional improvement programs, develop data-driven reporting, and translate business needs into scalable Salesforce and technology solutions. Partner with business systems, engineering, program management, and enablement teams to drive process adoption, AI-enabled efficiency, change management, and operational excellence across Expert and Partner Services.

Administer and scale Braze’s Gainsight platform for Customer Experience teams. Configure health models, CTAs, playbooks, success plans, workflows, AI features, dashboards, data integrations, permissions, and reporting. Troubleshoot Salesforce and Snowflake data synchronization, maintain governance and documentation, support security reviews, manage releases, and lead QA, UAT, support, and hypercare in partnership with CX, operations, data, security, and technical teams.

Owns complex email infrastructure and onboarding operations, including IP pool strategy, capacity planning, technical escalations, deliverability optimization, and workflow improvements. The role establishes scalable processes, compliance guidelines, metrics, tooling enhancements, and automation opportunities while partnering cross-functionally with Product, Engineering, Sales, Success, and Deliverability teams. It also involves mentoring junior staff and driving operational excellence across a growing email services organization.