Responsibilities

• Manage complex email infrastructure initiatives, including IP Pool strategy, allocation processes, and capacity planning to improve scalability, reliability, and customer onboarding timelines.
• Drive operational health across setup workflows by analyzing performance metrics, identifying bottlenecks, and implementing process improvements that increase efficiency and reduce time-to-value.
• Own and resolve high-scale technical escalations and complex customer setup challenges, serving as the ultimate subject matter expert to diagnose infrastructure anomalies, optimize deliverability, and advise internal and external stakeholders.
• Develop deep expertise in email best practices, industry standards, compliance requirements, and evolving technologies to guide operational decisions and customer outcomes.
• Partner closely with Email Deliverability, Product, Engineering, Sales and Success teams to influence roadmap priorities, operational strategies, and business initiatives.
• Design, create, and maintain scalable operational frameworks, including best practices, compliance guidelines, playbooks, and enablement materials to support growth into new markets, email providers, and CDN partnerships.
• Identify gaps in tooling, workflows, and processes; partner with internal teams to define requirements and drive improvements that increase automation and operational efficiency.
• Establish mechanisms for tracking operational issues, trends, and root causes to improve reliability and prevent recurring challenges.
• Provide strategic input into tooling enhancements, automation opportunities, and operational programs that improve customer onboarding, scalability, and team effectiveness.
• Mentor and support junior team members by sharing expertise, improving operational practices, and contributing to a culture of continuous improvement.

Requirements

• 5–7+ years of experience in an operational, technical, or customer-facing role supporting a technical product, ideally within a SaaS, mobile, marketing automation, or email technology environment
• Demonstrated experience owning complex operational issues end-to-end, using sound judgment to navigate ambiguity, balance competing priorities, and deliver high-quality outcomes for customers
• Strong understanding of email systems and/or messaging infrastructure, with the ability to diagnose issues, understand technical concepts, and partner effectively with engineering, product, support, and other technical teams
• Exceptional communication and stakeholder management skills, with the ability to influence decisions, build alignment across teams, communicate effectively with both technical and non-technical audiences, and drive resolution on complex or high-impact issues
• Proven ability to identify operational gaps and drive meaningful improvements, including developing scalable processes, improving tooling and workflows, reducing recurring issues, and raising the quality and efficiency of operational execution
• Highly analytical and data-driven, with experience defining and monitoring meaningful metrics, using data to identify trends and root causes, and translating insights into clear actions that improve business and customer outcomes
• Strong problem-solving and decision-making skills, with a track record of independently navigating ambiguous problems, identifying root causes, evaluating tradeoffs, and determining appropriate solutions without requiring significant direction
• Hands-on and execution-oriented, while operating with a broader ownership mindset: able to manage day-to-day operational responsibilities while simultaneously identifying opportunities to improve the systems, processes, and customer experience around them
• Demonstrated leadership through influence, including mentoring or enabling teammates, establishing best practices, sharing knowledge, and raising the operational bar across the broader organization
• Strong sense of ownership and accountability, with the ability to set priorities, manage multiple workstreams, communicate risks proactively, and consistently deliver against measurable goals

Preferred

• Knowledge of the Braze ecosystem
• Knowledge of SparkPost, SendGrid, and/or Amazon Simple Email Services email systems
• Experience with other tools like FinancialForce, Tray.io, Looker, Slackbots, PagerDuty, etc

Benefits

• 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®