Email Operations Specialist

WHAT YOU WILL 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 Support and Services teams build the path to scale
• Great communication skills, able to work with, influence & align with multiple stakeholders

WHAT YOU HAVE

• 1-3 years experience in an operational role with a technical product, ideally in a SaaS, mobile or marketing automation oriented company
• Experience with direct customer contact and the patience, confidence, and friendliness to create good customer experiences
• Familiarity with email systems preferred but not mandatory
• Excellent communication skills, able to work with, influence and align with multiple stakeholders
• A desire to be hands-on in your daily work and drive accuracy through personal performance
• A strong mindset of problem-solving with multiple operational tools
• An understanding of the importance of analytical reporting to demonstrate progression towards your goals
• Bonus Points:
• Knowledge of the Braze ecosystem
• Knowledge of SparkPost and/or SendGrid email systems
• Experience with other tools like FinancialForce, Tray.io, Looker, Slackbots, PagerDuty, etc