Messaging Operations Specialist

Role overview

Braze is looking for a Messaging Operations Specialist to help improve and scale its messaging onboarding workflows across highly regulated channels. This position focuses on supporting customers and internal teams with the setup and provisioning of messaging services such as SMS/MMS, RCS (RBM), and WhatsApp, while ensuring operational accuracy, compliance, and efficiency.

The role sits in a fast-moving environment where you’ll partner with teams across GTM, Product, Sales, RevOps, Growth, Alliances, and external technology providers. You’ll also contribute to strategic work that helps the business scale, with a strong emphasis on process improvement, data, and automation.

What you’ll do

• Set up customer messaging capabilities globally, including the procurement of SMS codes.
• Work closely with messaging aggregators to ensure codes are delivered on time and inventory is managed to meet setup timelines.
• Hold regular check-ins with messaging aggregators to stay current on deliverability updates and marketing-related changes.
• Understand SMS market requirements and guide customers plus internal stakeholders through the onboarding and setup process.
• Serve as the primary contact for SMS provisioning when working with Braze resellers and onboarding partners.
• Keep operational reference material current, including best-practice guides, compliance documentation, and playbooks that support scale.
• Update country-specific resources that explain global differences in SMS deliverability and provide internal expertise.
• Identify and communicate data, process, and technology issues by monitoring operations and reviewing performance.
• Spot workflow improvements and areas where automation can make the team more effective.
• Communicate clearly with customers and internal stakeholders throughout the provisioning process.

Who you are

You learn quickly and are comfortable navigating complex systems and manual workflows. You pay close attention to detail, consistently deliver accurate work, and have a strong finish-what-you-start mindset. You’re customer-focused, empathetic, and naturally inclined to bring structure to messy processes.

You work well on your own, but you also enjoy collaborating across functions to support broader company goals. You value automation, continuous improvement, and helping teams build scalable operations.

What you bring

• 1 to 3 years of experience in an operations or customer support role involving a technical product, preferably in a SaaS, mobile, or marketing automation environment.
• Prior exposure to SMS and email channels is an advantage.
• Strong communication skills, with the ability to influence and align multiple stakeholders.
• Excellent English language proficiency.
• Hands-on working style with a focus on precision and personal accountability.
• Strong problem-solving ability across multiple operational tools.
• Comfort with analytical reporting and using data to show progress toward goals.
• Excel expertise; SQL experience is a plus.
• Bonus knowledge of the Braze ecosystem.
• Bonus experience with tools such as Looker, Slackbots, and Salesforce.

Benefits and perks

• Competitive pay, which may include equity.
• Retirement support and an employee stock purchase plan.
• Flexible paid time off.
• Medical, dental, vision, life, and disability coverage.
• Family-focused support including fertility benefits and equal paid parental leave.
• Career growth support through learning platforms, formal career pathing, and a yearly learning stipend.
• An in-office experience designed to encourage community, teamwork, and innovation.
• Volunteer Week and donation matching to support community giving.
• Employee Resource Groups that offer internal support communities.
• A collaborative, transparent, and fun workplace culture.

About Braze

Braze is a customer engagement platform that helps brands create personalized experiences across channels. Its platform combines messaging, journey orchestration, and AI-driven decisioning to help businesses turn customer actions into meaningful interactions. The company has offices across major global cities and is recognized as a leading workplace in technology.

Equal opportunity

Braze is committed to fair, accessible, and inclusive hiring. Candidates are considered without discrimination based on protected characteristics, and applicants are encouraged to apply even if they do not meet every requirement listed.