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Salary: USD 81,000 - 127,000 / annual
Braze is seeking an Email Operations Principal to lead the rebuilding and growth of its Email Operations team during a critical transition period. This is a hands-on, foundational role where you will directly shape the future of the team and have significant influence over operational strategy.
You will manage complex email infrastructure initiatives including IP pool strategy, allocation processes, and capacity planning to improve scalability, reliability, and customer onboarding timelines. You'll drive operational health across setup workflows by analyzing performance metrics, identifying bottlenecks, and implementing process improvements that increase efficiency and reduce time-to-value.
As the ultimate subject matter expert, you will own and resolve high-scale technical escalations and complex customer setup challenges, diagnosing infrastructure anomalies, optimizing deliverability, and advising internal and external stakeholders. You'll develop deep expertise in email best practices, industry standards, compliance requirements, and evolving technologies to guide operational decisions and customer outcomes.
You will partner closely with Email Deliverability, Product, Engineering, Sales, and Success teams to influence roadmap priorities, operational strategies, and business initiatives. You'll 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.
Key responsibilities include identifying gaps in tooling, workflows, and processes; establishing mechanisms for tracking operational issues and trends; providing strategic input into tooling enhancements and automation opportunities; and mentoring junior team members by sharing expertise and improving operational practices.
Demand for Braze email services is rapidly increasing. Email is an established channel with different technical considerations than SDK-based messaging channels. You will collaborate across GTM teams, Product, Sales, RevOps, Growth, Alliances, and SMS Ops, while also being involved in other strategic initiatives critical to scaling the fast-growing team.
**Requirements:**
- 5–7+ years of experience in an operational, technical, or customer-facing role supporting a technical product, ideally within SaaS, mobile, marketing automation, or email technology environments
- Demonstrated experience owning complex operational issues end-to-end, using sound judgment to navigate ambiguity and deliver high-quality outcomes
- Strong understanding of email systems and/or messaging infrastructure, with ability to diagnose issues and partner effectively with technical teams
- Exceptional communication and stakeholder management skills, with ability to influence decisions and drive resolution on complex issues
- Proven ability to identify operational gaps and drive meaningful improvements, including developing scalable processes and reducing recurring issues
- Highly analytical and data-driven, with experience defining and monitoring meaningful metrics and translating insights into clear actions
- Strong problem-solving and decision-making skills with track record of independently navigating ambiguous problems
- Hands-on and execution-oriented with broader ownership mindset
- Demonstrated leadership through influence, including mentoring teammates and establishing best practices
- Strong sense of ownership and accountability with ability to manage multiple workstreams and deliver against measurable goals
- Bonus: Knowledge of Braze ecosystem, SparkPost, SendGrid, Amazon SES, or tools like FinancialForce, Tray.io, Looker, Slackbots, PagerDuty
