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Braze // lifecycle engagement platform for brands
New York    Posted: Thursday, February 18, 2021
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Braze delivers customer experiences across email, mobile, SMS, & web. Customers, including Seamless, HBO, Disney, Urban Outfitters, & Venmo, use the Braze platform to facilitate real-time experiences between brands & consumers in a more authentic & human way. And we do it at scale each month, tens of billions of messages are sent to a network of over 2 billion active users through Braze.

Need more proof? Braze was named a Leader in the Gartner Magic Quadrant for Mobile Marketing Platforms in 2019 & the Forbes Cloud 100. The company has also been selected as one of Magazines Best Places to Work (2019 & 2020), & Crain's Best Places to Work in NYC (2019 & 2020).


Global Services & Support (GSS) Operations strives to protect the investment in our Technical Support & Professional Services offerings by ensuring that our business partners have the insight, tools, & processes they need to run effectively & efficiently. Our organization is in an exciting transformative phase & you will have the potential for tremendous growth & leadership opportunities as Braze continues to expand. We are looking for someone who is highly motivated to make a difference, hands-on, & excited to grow with us. 

SMS is our latest channel offering with demand rapidly increasing. The Analyst will streamline the tools & processes underpinning our SMS onboarding experience. You will collaborate with a diverse cast across GTM teams, Product, Sales, RevOps, Growth, Alliances & our partners at Twilio. Youll also be involved in other strategic initiatives critical to scaling our fast growing team. If youre obsessed with problem solving, measuring success & surfacing opportunities through data, we want to meet you!

Operational Excellence 

  • Configure our customers SMS channel capability, including facilitating phone number procurement
  • Interface with Sales, Product & GSS leadership teams on program logistics & operational needs
  • Establish & maintain documentation such as best practices & playbooks to support repeatability

Process & Infrastructure

  • Surface data, process, & technology issues through identification, measurement, & monitoring of our operations
  • Identify error trends, rectify, & determine how to reduce these issues moving forward
  • Improve existing workflows, find automation opportunities & work cross-functionally to drive scalable solutions 


  • Help develop a core set of success metrics along with a repeatable process to monitor & measure Services delivery success
  • Automate & expand our reporting capabilities & cadences. This can include weekly/monthly/quarterly reports, forecasting etc. 


  • Youre capable of learning quickly & mastering complicated systems & manual processes
  • Your attention to detail & accuracy is evident in all that you do; you possess a strong completer-finisher attitude
  • Youre empathetic & customer-centric 
  • Youre process-oriented & enjoy the clarity of well documented processes & best practices that bring structure to chaos
  • Youre capable of working independently but also energized from working within a team & cross-functionally to help achieve the company's goals
  • You embrace automation & are committed to continuous improvement
  • You want to help our Support & Services teams build the path to scale
  • Great communication skills, able to work with, influence & align with multiple stakeholders


  • Bachelors Degree from a 4 year college or university (or similar experience-based proficiency level)
  • 2-3 years experience in an operational role with a technical product, ideally in a SaaS, mobile or marketing automation oriented company
  • Familiarity with SMS preferred 
  • Proven experience in process optimization / transformation in order to increase process efficiency, reduce time-to-market & support scalability
  • Excellent communication skills, able to work with, influence & align with multiple stakeholders
  • A desire to be hands-on in your daily work & 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
  • Analytically driven with Excel expertise (e.g. vlookup, sumifs, table formulas); SQL skills a plus
  • Experience modeling complex problems, both conceptually & tactically (spreadsheets, analysis tools, visualization)
  • Bonus Points:
    • Knowledge of the Braze ecosystem
    • Experience with other tools like FinancialForce,, Looker, Slackbots, PagerDuty, etc. 


  • Competitive compensation that includes equity
  • Flexible time off policy to balance your work & life, including paid parental leave
  • Free daily lunch in the office, including snacks & beverages
  • Competitive medical, dental, & vision coverage for you & your dependents
  • Collaborative, transparent, & fun loving office culture

If you are a California resident subject to the California Consumer Privacy Act, click here to understand how Braze processes your personal information & how you can exercise your rights.

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