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Salary: USD 73,000 - 114,000 / 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 strategic direction.
You will own 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.
Additionally, you will identify gaps in tooling, workflows, and processes; establish mechanisms for tracking operational issues, trends, and root causes; provide strategic input into tooling enhancements and automation opportunities; and mentor and support 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, and be 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, 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
- Proven 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 execution
- Highly 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 outcomes
- Strong 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 direction
- Hands-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 them
- Demonstrated leadership through influence, including mentoring or enabling teammates, establishing best practices, sharing knowledge, and raising the operational bar across the broader organization
- Strong sense of ownership and accountability, with the ability to set priorities, manage multiple workstreams, communicate risks proactively, and consistently deliver against measurable goals
Bonus: Knowledge of the Braze ecosystem, SparkPost, SendGrid, and/or Amazon Simple Email Services; experience with FinancialForce, Tray.io, Looker, Slackbots, PagerDuty, or similar tools.
