SMS Operations Analyst

SMS Operations Analyst

Remote – USA

Braze (Nasdaq: BRZE) is a leading, comprehensive customer engagement platform that powers interactions between consumers and brands they love. With Braze, global brands like Burger King, Delivery Hero, HBO Max, Mercari, and Venmo can ingest and process customer data in real time, orchestrate and optimize contextually relevant, cross-channel marketing campaigns, and continuously evolve their customer engagement strategies. And we do it at scale last fiscal year our customers used Braze to send approximately 1.5 trillion messages to billions of monthly active users.

But we’re so much more than our platform. Although we’ve recently grown to a team of over 1,300 people, Braze still buzzes with energy, collaboration, and transparency. We value curiosity, individuality, and tenacityas part of the team, you’ll be encouraged to take your seat at the table and create your own destiny. Our values are inspired by our employees, which means Braze is a place where you can truly be yourself. We’re growing, with a focus on building for the long term under tenured leadership and continuing to evolve for the better.

Need more proof? Braze is proudly certified as a Great Place to Work in the U.S. and the UK. In 2022, Braze ranked #1 on Fortune’s Best Small and Medium Workplace in New York, #5 on Fortune’s Best Workplaces for Millennials in the US, and #11 on Fortune’s Best Medium Sized Workplace for Women in the UK.

You’ll find many of us at headquarters in New York City or around the world in Austin, Berlin, Chicago, London, Paris, San Francisco, Singapore, Tokyo, and Toronto.

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. You will report directly to the Director of SMS Operations and 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.

SMS is our latest channel offering with demand rapidly increasing. SMS is a channel where there are different rules and regulations per country and there will be an opportunity for the analyst to streamline the tools and processes, per country, to underpin our SMS onboarding experience. You will collaborate with a diverse cast across GTM teams, Product, Sales, RevOps, Growth, Alliances and our SMS 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’ SMS channel capability, including code procurement, globally
• Manage the SMS aggregators to achieve timely delivery of codes and also manage code inventory to achieve setup target times.
• Recurrent meetings with SMS aggregators to get latest updates on deliverability.
• Be the internal escalation point and center of excellence for SMS and mobile related issues.
• Be the subject matter expert on market requirements for SMS and guide our customers and internal stakeholders through the setup process.
• Work with Braze’s resellers and be the main point of contact for SMS deliverability.
• Interface with Sales, Product and GSS leadership teams on program logistics and operational needs. Also do training for internal teams.
• Establish and maintain documentation such as best practices, compliance and playbooks to support repeatability as we expand and onboard new markets and new SMS aggregators
• Establish and maintain country specific documentation to show differences in SMS deliverability globally and to provide expertise on this information internally.
• Input for tooling to aid the code procurement process

Process & Infrastructure

• Surface data, process, and technology issues through identification, measurement, and monitoring of our operations
• Identify error trends, rectify, and determine how to reduce these issues moving forward
• Improve existing workflows, find automation opportunities and work cross-functionally to drive scalable solutions
• Adapt and improve workflows as we onboard new SMS partners
• Evaluate, implement and use test tools to verify SMS deliverability globally.
• Bring new SMS aggregators onto the Braze platform and verify they work as expected.

Analytics

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

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

• Bachelor’s 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 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
• Analytically driven with Excel expertise and SQL skills a plus
• Experience modeling complex problems, both conceptually and tactically (spreadsheets, analysis tools, visualization)
• Bonus Points:
  • Knowledge of the Braze ecosystem
  • Experience with other tools like FinancialForce, Tray.io, Looker, Slackbots, PagerDuty, etc.

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $49,500 and $76,500/year with an expected On Target Earnings (OTE) between $55,000 and $85,000/year (including bonus or commission). Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, Braze offers full- and part- time employees a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that all Braze employees own a piece of our company.

WHAT WE OFFER

From comprehensive benefits to remote availability to flexible time off, we’ve got you covered so you can prioritize work-life harmony.

• Competitive compensation that includes equity
• Retirement and Employee Stock Purchase Plans
• Flexible paid time off
• Comprehensive benefit plans covering medical, dental, vision, life, and disability
• Family services that include fertility benefits and equal paid parental leave
• Global presence, dog-friendly offices, and remote availability
• Professional development supported by formal career pathing, learning platforms, and tuition reimbursement
• Community engagement opportunities throughout the year, including an annual company wide Volunteerism Week
• Employee Resource Groups that provide supportive communities within Braze
• Collaborative, transparent, and fun culture recognized as a Great Place to Work

Details of these benefit plans will be provided if a candidate receives an offer of employment. Benefits may vary by location.

If you are a California resident subject to the California Consumer Privacy Act (CCPA), as amended by the California Privacy Rights Act (CPRA) which comes into effect January 1, 2023, click here to understand how Braze processes your personal information and how you can exercise your rights.

If you are located in the EU or UK visit our privacy policy to understand how Braze processes your personal information and how you can exercise your rights.