Email Operations Analyst

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

Global Services and Support (GSS) 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

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 Supp