Email Operations Principal

 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 forward

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!

• Manage complex email infrastructure initiatives, including IP Pool strategy, allocation processes, and capacity planning to improve scalability, reliability, and customer onboarding timelines.
• 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.

• You 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 ambiguous
• You 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 operation
• You are deeply empathetic and customer-centric, able to understand customer needs, anticipate pain points, and translate customer insights into operational and product improvements
• You 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 complexity
• You 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 stakeholders
• You 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 authority
• You embrace automation and continuous improvement, actively looking for ways to reduce manual effort, improve consistency, leverage technology, and create operational leverage at scale
• You are motivated by building for scale, with a passion for helping Services teams evolve from manual, reactive processes toward efficient, scalable, and measurable operating models
• You communicate with clarity and influence, adapting your communication to technical & non-technical audiences and effectively aligning stakeholders around priorities, decisions, and outcomes
• You 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 excellence

• 5–7+ 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 environment
• 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 Points:
• Knowledge of the Braze ecosystem
• Knowledge of SparkPost, SendGrid, and/or Amazon Simple Email Services email systems
• Experience with other tools like FinancialForce, Tray.io, Looker, Slackbots, PagerDuty, etc

Braze 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 and 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.

At 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 you

At 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 talentdata.privacy@braze.com. 

Please contact us at talentdata.privacy@braze.com with any questions. To find out more about our hiring process, check out this page.

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 talentdata.privacy@braze.com 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.