Email Operations Principal

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success. Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.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 forwardDemand 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 EXCELLENCEManage complex email infrastructure initiatives, including IP Pool strategy, allocation processes, and capacity planning to improve scalability, reliability, and customer onboarding timelines.Drive operational health across setup workflows by analyzing performance metrics, identifying bottlenecks, and implementing process improvements that increase efficiency and reduce time-to-value.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 AREYou 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 ambiguousYou 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 operationYou are deeply empathetic and customer-centric, able to understand customer needs, anticipate pain points, and translate customer insights into operational and product improvementsYou 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 complexityYou 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 stakeholdersYou 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 authorityYou embrace automation and continuous improvement, actively looking for ways to reduce manual effort, improve consistency, leverage technology, and create operational leverage at scaleYou are motivated by building for scale, with a passion for helping Services teams evolve from manual, reactive processes toward efficient, scalable, and measurable operating modelsYou communicate with clarity and influence, adapting your communication to technical & non-technical audiences and effectively aligning stakeholders around priorities, decisions, and outcomesYou 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 excellenceWHAT YOU HAVE5–7+ 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 environmentDemonstrated experience owning complex operational issues end-to-end, using sound judgment to navigate ambiguity, balance competing priorities, and deliver high-quality outcomes for customersStrong 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 teamsExceptional 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 issuesProven 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 executionHighly 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 outcomesStrong 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 directionHands-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 themDemonstrated leadership through influence, including mentoring or enabling teammates, establishing best practices, sharing knowledge, and raising the operational bar across the broader organizationStrong sense of ownership and accountability, with the ability to set priorities, manage multiple workstreams, communicate risks proactively, and consistently deliver against measurable goalsBonus Points:Knowledge of the Braze ecosystemKnowledge of SparkPost, SendGrid, and/or Amazon Simple Email Services email systemsExperience with other tools like FinancialForce, Tray.io, Looker, Slackbots, PagerDuty, etcWHAT WE OFFERDetails of these benefits plan will be provided if a candidate receives an offer of employment. Benefits may vary by location—find out more here. From offering comprehensive benefits to fostering flexible environments, we’ve got you covered so you can prioritize work-life harmony.Competitive compensation that may include equityRetirement and Employee Stock Purchase PlansFlexible paid time offComprehensive benefit plans covering medical, dental, vision, life, and disabilityFamily services that include fertility benefits and equal paid parental leaveProfessional development supported by formal career pathing, learning platforms, and tuition reimbursementCommunity engagement opportunities throughout the year, including an annual company wide Volunteer WeekEmployee Resource Groups that provide supportive communities within BrazeCollaborative, transparent, and fun culture recognized as a Great Place to WorkFor candidates based in the United States, the pay range for this position at the start of employment is expected to be between $76,000 and $120,000/year, with an expected On Target Earnings (OTE) between $87,000 and $124,000/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. #LI-HybridWHAT WE OFFERBraze benefits vary by location, and we encourage you to review our specific benefits offerings for each country here. More details on benefits plans will be provided if you receive an offer of employment.From offering comprehensive benefits to fostering hybrid ways of working, we’ve got you covered so you can prioritize work-life harmony. Braze offers benefits such as:Competitive compensation that may include equityRetirement and Employee Stock Purchase PlansFlexible paid time offComprehensive benefit plans covering medical, dental, vision, life, and disabilityFamily services that include fertility benefits and equal paid parental leaveProfessional development supported by formal career pathing, learning platforms, and a yearly learning stipendA curated in-office employee experience, designed to foster community, team connections, and innovationOpportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching Employee Resource Groups that provide supportive communities within BrazeCollaborative, transparent, and fun culture recognized as a Great Place to WorkABOUT BRAZEBraze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging. Braze helps brands deliver great customer experiences that drive value both for consumers and for their businesses. Built on a foundation of composable intelligence, BrazeAI allows marketers to combine and activate AI agents, models, and features at every touchpoint throughout the Braze Customer Engagement Platform for smarter, faster, and more meaningful customer engagement. From cross-channel messaging and journey orchestration to Al-powered decisioning and optimization, Braze enables companies to turn action into interaction through autonomous, 1:1 personalized experiences.The company has repeatedly been recognized as a Leader in marketing technology by industry analysts, and was voted a G2 “Best of Marketing and Digital Advertising Software Product” in 2025.Braze was also named a 2025 Best Companies To Work For by U.S. News & World Report, a 2025 America’s Greatest Companies by Newsweek, and a 2025 Fortune Best Workplace in Technology by Great Place To Work, among other accolades. Braze is also proudly certified as a Great Place to Work in the U.S., the UK, Australia, and Singapore.The company is headquartered in New York with offices in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, São Paulo, Singapore, Seoul, Sydney and Tokyo.BRAZE IS AN EQUAL OPPORTUNITY EMPLOYERAt Braze, we strive to create equitable growth and opportunities inside and outside the organization.Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices. We're committed to offering all candidates a fair, accessible, and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran. When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you you.We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria. If this sounds familiar, we encourage you to apply, as we’d love to meet youOUR AI-POWERED BRAZE RECRUITMENT PROCESSAt Braze, we’re committed to a fair and transparent candidate experience. To help our recruitment teams focus on what matters most — the person behind each application — we use AI-assisted tools at certain stages of our recruitment process. This includes using AI to analyze the experience, skills and qualifications in your application materials to help with screening and prioritizing candidates. Such screening may amount to a form of solely automated decision-making. We also use AI for administrative support, like scheduling and recording interviews and summarizing interview notes. Our recruiting teams remain responsible for all hiring decisions and are involved throughout the process.Depending on where you are located, you may have certain rights available to you in relation to Braze’s use of AI:To opt out of AI-assisted review of your application, please click the “Learn More” at the end of the application form below and follow the instructions before submitting your application. Please note, if you apply to multiple roles at Braze, you will need to opt out in relation to each application.To exercise other types of rights, such as rights to request further information about how AI is used in our recruitment process, to request a manual review of any decision made or to contest a decision, please contact us at View email address on click.appcast.io. Please contact us at View email address on click.appcast.io with any questions.To find out more about our hiring process, check out this page.Notice Regarding Automated Employment Decision Tool (NYC Local Law 144)Our use of AI during the application review process may include the use of automated employment decision tools. Pursuant to New York City Local Law 144, for roles based in New York City, or if you reside in New York City, you have the right to request an alternative selection process or a reasonable accommodation instead of AI-assisted review. To opt out of AI-assisted review of your application, please click the “Learn More” button below and follow the instructions before submitting your application. Please note, if you apply to multiple roles at Braze, you will need to opt out in relation to each application. Please submit any other request to our Talent Acquisition team at View email address on click.appcast.io promptly after applying. Summaries of the most recent bias audit results for such tools are available here.Please see our Candidate Privacy Policy for more information on how Braze processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights.