Email Operations Specialist

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'LL DO Email Operations strives to protect the investment in our Technical Support and Professional Services offerings by ensuring that our business partners have the insight, tools, and processes they need to run effectively and efficiently. Our organization is in an exciting transformative phase, and you will have the potential for tremendous growth and leadership opportunities as Braze continues to expand. We are looking for someone who is highly motivated to make a difference, hands-on, and excited to grow with us. 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: Configure our customers’ email channel capabilities, both for new and existing clients Manage client IP Pools to achieve timely assignments of IP addresses and achieve setup target times Manage your personal ticket queue to ensure regular turnover and completion of setups Be knowledgeable about current email best practices and functions Act as the main point of contact for customers, partners, and coworkers on all your setups Recurrent meetings with Email Deliverability and Product teams for the latest updates Interface with Sales, Product and GSS leadership teams on program logistics and operational needs Establish and maintain documentation such as best practices, compliance and playbooks to support repeatability as we expand and onboard new markets and new email and CDN partners Establish and maintain ESP-specific documentation to show differences in email setup and to provide expertise on this information internally Document issues with tooling and processes Input for tooling to aid the email setup process WHO YOU ARE Skills: You’re capable of learning quickly and mastering complicated systems and manual processes Your attention to detail and accuracy is evident in all that you do; you possess a strong completer-finisher attitude You’re empathetic and customer-centric You’re process-oriented and enjoy the clarity of well documented processes and best practices that bring structure to chaos You’re capable of working independently but also energized from working within a team and cross-functionally to help achieve the company's goals You embrace automation and are committed to continuous improvement You want to help our Support and Services teams build the path to scale Great communication skills, able to work with, influence & align with multiple stakeholders Experience: 1-3 years experience in an operational role with a technical product, ideally in a SaaS, mobile or marketing automation oriented company Experience with direct customer contact and the patience, confidence, and friendliness to create good customer experiences Familiarity with email systems preferred but not mandatory Excellent communication skills, able to work with, influence and align with multiple stakeholders A desire to be hands-on in your daily work and drive accuracy through personal performance A strong mindset of problem-solving with multiple operational tools An understanding of the importance of analytical reporting to demonstrate progression towards your goals Bonus Points: Knowledge of the Braze ecosystem Knowledge of SparkPost and/or SendGrid email systems Experience with other tools like FinancialForce, Tray.io, Looker, Slackbots, PagerDuty, etc #LI-Hybrid WHAT WE OFFER Braze 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 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 a yearly learning stipend A curated in-office employee experience, designed to foster community, team connections, and innovation Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching  Employee Resource