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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 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.
Key responsibilities include:
- Managing high-scale technical escalations and complex customer setup challenges, serving as the ultimate subject matter expert on email infrastructure, deliverability, and compliance
- Developing deep expertise in email best practices, industry standards, compliance requirements, and evolving technologies
- Partnering closely with Email Deliverability, Product, Engineering, Sales, and Success teams to influence roadmap priorities and operational strategies
- Designing and maintaining scalable operational frameworks, including best practices, compliance guidelines, playbooks, and enablement materials
- Identifying gaps in tooling, workflows, and processes; partnering with internal teams to define requirements and drive improvements
- Establishing mechanisms for tracking operational issues, trends, and root causes to improve reliability
- Mentoring and supporting junior team members, sharing expertise and contributing to a culture of continuous improvement
You will collaborate across GTM teams, Product, Sales, RevOps, Growth, Alliances, SMS Ops, and email partners. Demand for Braze email services is rapidly increasing, and email presents different technical considerations than SDK-based messaging channels. This role offers the opportunity to learn tools and processes while successfully executing the email onboarding experience at scale.
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; 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; ability to independently navigate ambiguous problems and determine appropriate solutions
- Hands-on and execution-oriented with a broader ownership mindset
- Demonstrated leadership through influence, including mentoring teammates and establishing best practices
- Strong sense of ownership and accountability; ability to manage multiple workstreams and deliver against measurable goals
Bonus qualifications:
- Knowledge of the Braze ecosystem
- Knowledge of SparkPost, SendGrid, and/or Amazon Simple Email Services
- Experience with FinancialForce, Tray.io, Looker, Slackbots, PagerDuty, or similar tools
