Responsibilities

• Email Operations is currently in a transition period of rebuilding and growth, which means you will have a direct hand in determining what the future of our team looks like. This is a rare chance to be a foundational building block of our team, where your voice and work will actively shape our path forward
• Demand for Braze email services is rapidly increasing. You will collaborate with GTM teams, Product, Sales, RevOps, Growth, Alliances, SMS Ops and our email partners. You’ll also be involved in other strategic initiatives critical to scaling our fast growing team. If you’re obsessed with problem solving, measuring success and surfacing opportunities through data, we want to meet you!
• OPERATIONAL EXCELLENCE - Manage complex email infrastructure initiatives, including IP Pool strategy, allocation processes, and capacity planning to improve scalability, reliability, and customer onboarding timelines.
• OPERATIONAL EXCELLENCE - Drive operational health across setup workflows by analyzing performance metrics, identifying bottlenecks, and implementing process improvements that increase efficiency and reduce time-to-value.
• OPERATIONAL EXCELLENCE - 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.
• OPERATIONAL EXCELLENCE - Develop deep expertise in email best practices, industry standards, compliance requirements, and evolving technologies to guide operational decisions and customer outcomes.
• OPERATIONAL EXCELLENCE - Partner closely with Email Deliverability, Product, Engineering, Sales and Success teams to influence roadmap priorities, operational strategies, and business initiatives.
• OPERATIONAL EXCELLENCE - 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.
• OPERATIONAL EXCELLENCE - Identify gaps in tooling, workflows, and processes; partner with internal teams to define requirements and drive improvements that increase automation and operational efficiency.
• OPERATIONAL EXCELLENCE - Establish mechanisms for tracking operational issues, trends, and root causes to improve reliability and prevent recurring challenges.

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 benefits package including medical, dental, vision, life, and disability
• - Retirement and Employee Stock Purchase Plans
• - Flexible paid time off
• - Family services that include fertility benefits and equal paid parental leave
• - Professional development supported by formal career pathing, learning platforms, and tuition reimbursement / yearly learning stipend
• - Community engagement opportunities throughout the year, including Volunteer Week
• - Employee Resource Groups that provide supportive communities within Braze
• - Collaborative, transparent, and fun culture recognized as a Great Place to Work®
• - In-office experience designed to foster community, team connections, and innovation
• - Opportunity to give back to the community, including annual company-wide Volunteer Week and donation matching