Email Operations Specialist

Responsibilities

• 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

Requirements

• 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
• 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, PagerDu

Benefits

Additional Information

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.

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