WHAT YOU’LL DO

Global Services and Support (GSS) strives to protect the investment in our Technical Support and Professional Services offerings by ensuring that our business partners have the insight, tools, and processes they need to run effectively and efficiently. Our organization is in an exciting transformative phase and you will have the potential for tremendous growth and leadership opportunities as Braze continues to expand. We are looking for someone who is highly motivated to make a difference, hands-on, and excited to grow with us. 

We are living in an ever changing world and SMS is no different from that. The SMS channel has different rules and regulations per country that are evolving over time and mobile operator regulations are also changing. On top of this, there are also specific compliance requirements from our partners and other stakeholders in the industry that we need to adhere to. All this together can make it hard for our customers to navigate the SMS landscape and we at Braze are looking for the person that can join our SMS Operations team and help us to create a clear path forward and to make this a success.As the Global SMS Compliance Manager you will make an impact in the area of SMS compliance and industry engagement. You will be an integral part of our SMS Operations Team to ensure that Braze customers will be highly effective in their use of SMS. You will maintain a deep understanding of SMS compliance globally and will foster connections with our partners and operators to keep abreast of the changing SMS compliance landscape. You will work proactively to remove any potential hurdles that might occur in the different countries we send to by working with our SMS providers and internal stakeholders. You will also play a big role in documenting, and proactively communicating, the new rules and regulations that will come into place to make sure the whole organization is prepared for any updates that might affect our customers SMS sending.

This is a new role within the SMS Operations team and you will have the opportunity to influence and shape this role into a successful and important part of the team and the company.In this role you will be an integral part of the SMS Operations team and will have the opportunity to work with many other teams in Braze. You will have the autonomy to create new processes and fresh documentation  to improve our SMS offering to our customers.You will also be an integral part of reverse escalations and be one of the key players to communicate with our SMS Providers, internal teams, and directly with the customer to provide a great resolution.

Operational Excellence 

• Be the main contact between Braze and our SMS providers for any updates that can affect Braze and our customers ability to send SMS globally.
• Work with our SMS providers and other stakeholders to get the latest information on:
• Local regulations in a country.
• Industry-specific regulations and how this can affect our customers, both locally and globally.
• Specific rules or regulations that carriers, or our SMS providers, might impose.
• Host recurring meetings with Braze’s SMS providers to maintain strong alignment around policies that may impact SMS deliverability. 
• Act as the Subject Matter Expert for SMS compliance related topics both internally and with our SMS providers.
• Be the internal escalation point and center of excellence for SMS compliance related issues.
• Maintain subject matter expertise on market requirements for SMS rules and regulations, and guide our customers and internal stakeholders on best practices.
• Own the Go-To-Market launch process for SMS code as Braze enters new countries for SMS.
• Establish and maintain documentation such as best practices and compliance to support Go-To-Market teams as we expand and onboard new markets.
• Provide input to country-specific documentation to show differences in SMS deliverability globally and to provide expertise on this information internally.
• Proactively communicate changes in country rules and regulations that can affect deliverability of SMS.
• Train internal teams on deliverability of SMS

Process & Infrastructure

• Improve existing SMS compliance workflows and work cross-functionally to drive scalable solutions to improve customer outcomes.
• Optimize bidirectional communication channels with our SMS providers.
• Develop scalable communication channels for updating internal stakeholders about SMS changes.
• Create a sustainable playbook for reverse escalations from SMS providers and Mobile Operators, while maintaining overall ownership of the process.
• Provide input to tooling and processes to increase efficiency across the entire SMS lifecycle.

WHO YOU ARE

• You love the SMS channel and thrive in the opportunity to use your expertise to have significant business impact.
• You’re capable of learning quickly and mastering complicated systems and manual processes.
• Your attention to detail and accuracy is evident in all that you do; you possess a strong completer-finisher attitude.
• You’re empathetic and customer-centric .
• You’re process-oriented and enjoy the clarity of well documented processes and best practices that bring structure to chaos.
• You’re capable of working independently but also energized from working within a team and cross-functionally to help achieve the company’s goals.
• Great communication skills, able to work with, influence & align with multiple stakeholders.
• Bachelor’s Degree from a 4 year college or university (or similar experience-based proficiency level)
• At least 5 years experience with SMS and preferably in a global setting.
• At least 3 years experience and proven skills in the area of compliance for SMS.
• 2-3 years experience in an operational role with a technical product, ideally in a SaaS, mobile or marketing automation oriented company.
• Excellent communication skills, able to work with, influence and align with multiple stakeholders.
• A desire to be hands-on in your daily work and drive accuracy through personal performance.
• A strong mindset of problem-solving with multiple operational tools.
• An understanding of the importance of analytical reporting to demonstrate progression towards your goals.
• Analytically driven.