Description
At Braze, we're a genuinely approachable, exceptionally kind, and intensely passionate crew. We're seeking an Email Operations Principal to join our Customer Experience team in Chicago.
As an Email Operations Principal, you will have a direct hand in determining the future of our team. You will collaborate with various teams, including GTM, Product, Sales, and RevOps, to lay the groundwork for our email operations.
Operational Excellence
- Manage complex email infrastructure initiatives, including IP Pool strategy, allocation processes, and capacity planning.
- Own and resolve high-scale technical escalations and complex customer setup challenges.
- Develop deep expertise in email best practices, industry standards, and evolving technologies.
- Partner with Email Deliverability, Product, Engineering, Sales, and Success teams to influence roadmap priorities and operational strategies.
- Design, create, and maintain scalable operational frameworks, including best practices, compliance guidelines, playbooks, and enablement materials.
- Identify gaps in tooling, workflows, and processes, and partner with internal teams to define requirements and drive improvements.
- Establish mechanisms for tracking operational issues, trends, and root causes.
- Provide strategic input into tooling enhancements, automation opportunities, and operational programs.
- Mentor and support junior team members.
Requirements
- 5-7+ years of experience in an operational, technical, or customer-facing role supporting a technical product.
- Demonstrated experience owning complex operational issues end-to-end.
- Strong understanding of email systems and/or messaging infrastructure.
- Exceptional communication and stakeholder management skills.
- Proven ability to identify operational gaps and drive meaningful improvements.
- Highly analytical and data-driven.
- Strong problem-solving and decision-making skills.
Nice to Have
- 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.
What We Offer
- 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.
- Employee Resource Groups.
- Collaborative, transparent, and fun culture.