Email Operations Principal

WHAT YOU WILL DO

 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. We are looking for a hands-on, highly motivated self-starter who is excited to help us lay the groundwork. 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. Email is an established channel where there are different technical considerations than our SDK-based messaging channels, and there will be an opportunity for the analyst to learn the tools and processes, to successfully execute our email onboarding experience. You will collaborate with a diverse cast across 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.
• 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.

WHO YOU ARE

• You learn quickly and thrive in complexity, with the ability to master sophisticated systems, understand interconnected workflows, and apply sound judgment when processes or requirements are ambiguous
• You have a high bar for quality and operational excellence, balancing speed with accuracy and consistently delivering reliable outcomes while identifying opportunities to improve the quality of the broader operation
• You are deeply empathetic and customer-centric, able to understand customer needs, anticipate pain points, and translate customer insights into operational and product improvements
• You are highly process-oriented and systems-minded, able to bring structure to ambiguous or chaotic environments by designing clear, scalable processes, establishing best practices, and identifying opportunities to eliminate unnecessary complexity
• You operate independently and with strong ownership, proactively identifying problems, setting priorities, making decisions, and driving work forward with limited direction while knowing when to bring in the right stakeholders
• You are an effective cross-functional partner and influencer, comfortable working with Services, Product, Engineering, Support, and other teams to build alignment, resolve complex problems, and drive outcomes without relying solely on formal authority
• You embrace automation and continuous improvement, actively looking for ways to reduce manual effort, improve consistency, leverage technology, and create operational leverage at scale
• You are motivated by building for scale, with a passion for helping Services teams evolve from manual, reactive processes toward efficient, scalable, and measurable operating models
• You communicate with clarity and influence, adapting your communication to technical & non-technical audiences and effectively aligning stakeholders around priorities, decisions, and outcomes
• You raise the bar for those around you, sharing knowledge, mentoring teammates, establishing best practices, and helping create a culture of ownership, continuous improvement, and operational excellence

WHAT YOU HAVE

• 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
• Bonus Points:
• 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

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $81,000 and $127,000/year, with an expected On Target Earnings (OTE) between $92,000 and $131,000/year (including bonus or commission).Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, this role qualifies for a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that you will own a piece of our company.

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