Description
At Braze, we're a customer engagement platform that empowers brands to deliver great customer experiences.
We are looking for an Email Operations Principal to join our team. As an Email Operations Principal, you will have a direct hand in determining the future of our team and will be responsible for managing complex email infrastructure initiatives, owning and resolving high-scale technical escalations, and developing deep expertise in email best practices.
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.
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).