Description
At Braze, we're a genuinely approachable, exceptionally kind, and intensely passionate crew. We're seeking an Email Operations Principal to join our team.
Job Description
Email Operations is currently in a transition period of rebuilding and growth, which means you'll have a direct hand in determining what the future of our team looks like. You'll collaborate with a diverse cast across GTM teams, Product, Sales, RevOps, Growth, Alliances, SMS Ops, and our email partners.
Responsibilities
- 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.
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.
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 tuition reimbursement.
- Community engagement opportunities throughout the year, including an annual company-wide Volunteer Week.
- Employee Resource Groups that provide supportive communities within Braze.
- Collaborative, transparent, and fun culture recognized as a Great Place to Work®.