Braze company image
Braze
Where your passion is welcome and your impact is real.
Hybrid
View Profile
Jobs//Hybrid//Operations//

SMS Operations Manager

Sorry, this job was removed at 1:30 p.m. (CST) on Wednesday, November 3, 2021
View 819 Jobs
Find out who's hiring in Chicago.
See all Operations jobs in Chicago
View 819 Jobs
Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.
Save job

WHO WE ARE

Braze delivers customer experiences across email, mobile, SMS, and web. Customers, including Burger King, Delivery Hero, HBO Max, Mercari, and Venmo, use the Braze platform to facilitate real-time experiences between brands and consumers in a more authentic and human way. And we do it at scale – each month, hundreds of billions of messages are sent to a network of over 3 billion active users through Braze.

Need more proof? Braze was named a Leader in the Forrester Wave™: Cross-Channel Campaign Management (Independent Platforms), Q3 2021, and was named to the Forbes Cloud 100 list for the fourth consecutive year. The company has also been selected as one of Fortune’s Best Workplace for Millennials in 2021, and was ranked #20 on Fortune’s Best Medium Sized Workplaces in 2021. Braze is certified as a Great Place to Work in the UK and the U.S. and is recognized as one of the UK's Best Workplaces for Women.

WHAT YOU’LL DO

At Braze, SMS is a core channel for our customers and is key to building real-time, human connections between brands and consumers. Our customers are innovating with dynamic, global implementations of SMS and want to be using effective best practices for maximum impact.

The SMS Operations team is a newly formed team within Braze and we are looking for an SMS Operations Manager that wants to join the team from the start to build an SMS Center of Excellence (COE) within Braze to help our go-to-market teams navigate specialized use cases and country-specific regulations for global SMS deployments. 

The SMS Operations Manager will be an integral part and have one of the leading roles in the SMS Operations team when building the COE model and will have a big impact on how SMS Operations will work in Braze. The SMS COE model will focus on the systems, tools, processes, knowledge, and enablement needed to accelerate Braze go-to-market teams’ time to impact and ensure best practice SMS implementations for our global clients. 

This role will also be a facilitator for all proactive and reactive operational activities between Braze and our SMS providers - helping to streamline knowledge and issue management pathways for improved coordination and collaboration. 

Within the SMS Center of Excellence, you will be the subject matter expert of SMS globally and you will also help to build processes and best practices that focuses on areas such as:

  • Presale Support
    • Providing assistance to Solution Consulting and Sales for complex SMS deal scoping; especially with novel use cases and/or complex regulatory or country-specific nuance. This role should explain what is, or is not possible, and propose alternative implementation approaches, if needed.
  • Post Sale Support
    • Acting as the Center of Excellence for SMS design and own the full lifecycle of short codes, long codes and alpha senders within Braze. 
  • SMS Knowledge and Enablement
    • Act as the central facilitator for the creation and maintenance of SMS operational knowledge across the business by building a consolidated knowledge repository, and processes for others to continue to add new knowledge.
    • Provide regular SMS enablement to pre- and post-sale teams regarding new regional / government / compliance and/or use case requirements that better enable go-to-market teams to feel comfortable and confident to sell, integrate, and support SMS.
  • SMS Provider point of contact and escalation coordination
    • Act as the central Braze point of contact for operational activities between Braze and our SMS providers, helping to facilitate both proactive coordination/communication and reactive operational support between both companies.
  • SMS provider evaluation, onboarding and continuous support
    • Evaluate new SMS providers and Mobile Network Operators to find the optimal route for SMS delivery worldwide.
    • Evaluate, setup and maintain test tools used for testing connectivity in countries where Braze sends SMS.
  • Product Advocacy and Automation
    • Have input on SMS product improvements within Braze and look for automation efficiencies for simplification of SMS onboarding processes.

WHAT YOU HAVE

  • Bachelor’s Degree from a 4 year college or university (or similar experience-based proficiency level)
  • Strong understanding of US and International SMS regulations.
  • Extensive experience in the SMS space - ideally a strong comfort of complex SMS technical implementation details such as country-specific SMS regulations and compliance standards. Previous experience working for SMS third party software providers, SMS aggregators or local carriers within the SMS space is a plus.
  • Familiarity in coordinating with SMS providers (e.g. Twilio, Sinch, Infobip, etc) to understand the evolving SMS technical landscape and working through regional and technical design standards during customer deployments.
  • 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 strong mindset of problem-solving with multiple operational tools
  • Bonus Points:
    • Experience interfacing with wireless carriers to troubleshoot SMS deliverability issues.
    • Knowledge of other OTT message services (e.g. WhatsApp, Line, Kakao, etc) 
    • Use of a knowledge base system (Salesforce Knowledge, Guru, etc)
    • Knowledge of the Braze ecosystem

WHAT WE OFFER

  • Competitive compensation that includes equity
  • Generous time off policy to balance your work and life, including paid parental leave
  • Competitive medical, dental, and vision coverage for you and your dependents
  • Collaborative, transparent, and 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 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.

See More
Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.
Save job
By clicking Apply Now you agree to share your profile information with the hiring company.
Zak Rittenhouse
Zak Rittenhouse
Senior Learning Experience Design Lead
SUCCESS FOR ALL
Forging Inclusion Into Learning and Culture
As a learning experience professional, Zak Rittenhouse is responsible for ensuring that employees at Braze have the skills they need to be successful in their roles. Zak also helps his colleagues access what they need through Braze’s employee resource groups (ERGs). By participating in Pride@Braze and HealthyMinds ERGs, Zak supports inclusion and mental health well-being, while building deeper connections in a distributed environment. “Being a part of these ERGs especially as a fully remote employee has allowed me to feel more connected, seen and valued by my peers at Braze,” he said.
As a learning experience professional, Zak Rittenhouse is responsible for ensuring that employees at Braze have the skills they need to be successful in their roles. Zak also helps his colleagues access what they need through Braze’s employee resource groups (ERGs). By participating in Pride@Braze and HealthyMinds ERGs, Zak supports inclusion and mental health well-being, while building deeper connections in a distributed environment. “Being a part of these ERGs especially as a fully remote employee has allowed me to feel more connected, seen and valued by my peers at Braze,” he said.
Our innovative spirit is reflected in our approach to problem solving, our commitment to diversity and inclusion and our emphasis on continuous improvement and growth.
Pranay Jain
Pranay Jain
GM West and Senior Director, Market and Competitive Strategy
SUPPORTING GROWTH
Investing in Colleagues to Support Growth
Pranay Jain has stayed curious and ambitious when it comes to opportunities for advancement within Braze. Throughout his journey from supporting clients to a more strategic role, Pranay credits Braze’s leaders with helping him grow. “The opportunities I’ve received are directly related to the support of the leadership team around me,” he said. “They continue to push me and the company forward and provide new paths for growing and making an impact on the organization.”
Pranay Jain has stayed curious and ambitious when it comes to opportunities for advancement within Braze. Throughout his journey from supporting clients to a more strategic role, Pranay credits Braze’s leaders with helping him grow. “The opportunities I’ve received are directly related to the support of the leadership team around me,” he said. “They continue to push me and the company forward and provide new paths for growing and making an impact on the organization.”
“Anyone can grow and succeed at Braze. When I first joined, I had no experience as it was my first role in the field – I learned it all at Braze. If you are driven to succeed, you’ll find plenty of support here, and some of the best mentors around.”
Rachel Waitt
Senior Operations Lead, Social Impact
AN INCLUSIVE WORKPLACE
Leveraging Data to Take Action
As Braze’s Social Impact Operations Lead, Rachel Waitt uses data and analytics to find areas of opportunity and then takes action to build a more globally diverse team. “Becoming an inclusive workplace involves a shift of hearts and minds as well as addressing how we structure the foundation of our operations and policies,” Rachel said. “Employee resource groups are a crucial part of that.” To empower and elevate the voices of ERG leaders, Lee and the Social Impact team at Braze are supporting ERG leads in encouraging robust membership engagement, building community and offering meaningful programs for members.
As Braze’s Social Impact Operations Lead, Rachel Waitt uses data and analytics to find areas of opportunity and then takes action to build a more globally diverse team. “Becoming an inclusive workplace involves a shift of hearts and minds as well as addressing how we structure the foundation of our operations and policies,” Rachel said. “Employee resource groups are a crucial part of that.” To empower and elevate the voices of ERG leaders, Lee and the Social Impact team at Braze are supporting ERG leads in encouraging robust membership engagement, building community and offering meaningful programs for members.
We're changing our narrative about who can and should feel safe at work in order to become a more community-centric environment.
Zak Rittenhouse
Zak Rittenhouse
Pranay Jain
Pranay Jain

What are Braze Perks + Benefits

Braze Benefits Overview

At Braze, we are dedicated to providing our team members with exceptional medical, dental, vision, and mental health plans, because we are firmly committed to a healthy environment for our team.

We are committed to supporting your personal and family needs by providing family forming benefits, equal paid parental leave for both birthing and non-birthing parents, including adoption and surrogacy, in addition to back-up childcare so you can focus your energy on your growing family.

We know just how important work-life harmony is.To facilitate this, we've implemented a flexible paid time-off policy that empowers you to align your work and personal life in the way that suits you best.

Your future matters to us, which is why we've designed regionally customized programs such as 401(k) employer matching through Fidelity for our US employees, starting from day one of your employment with us.

In addition to our 401(k) program, Braze partners with the Origin Financial Wellness Platform, a valuable service designed to bolster and optimize their financial well-being. This platform includes a variety of tools, resources, and guidance, empowering employees to manage their finances with greater efficacy, make informed financial choices, progress toward their financial objectives, and ultimately enhance their financial health.

In an effort to continuously foster a fair and inclusive workplace, equity is extended to all full-time employees, regardless of their role or tenure. As we grow and succeed, you do, too.

We are also passionate about supporting your professional growth and development through structured career pathing, the resources available through the Braze University learning platform, LinkedIn Learning, mentorship opportunities, and tuition reimbursement.

Your success is our success – we're here to empower you to achieve your full potential, embrace what you’re passionate about and ignite your career.

Culture
Volunteer in local community
In addition to volunteering in our communities globally, our Braze Cares program focuses on charitable giving. Employees can curate donation funds to support causes and Braze matches $100 per employee
Partners with nonprofits
We have a partnership in NYC with New York Edge, a nonprofit bridging the opportunity gap among underserved students by providing programs to improve academic performance, health & wellness & more.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee awards
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
We have 10 ERGS that represent diverse affinity groups: Asians@Braze, Black@Braze, Brown@Braze, Elle@Braze, Healthy Minds@Braze, Jews@Braze, Muslim@Braze, Parents@Braze, Pride@Braze, and ¡Somos!.
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave
Childcare benefits
Generous parental leave
16 weeks of equal Growing Family Leave to welcome a new child, plus a flexible ramp back to work plan.
Return-to-work program post parental leave
Fertility benefits
Braze will reimburse $5,000 annually ($25k lifetime max) for eligible family formation benefits including fertility testing, adoption, surrogacy, egg freezing (and more!) for you and your partner.
Vacation + Time Off
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Recreational clubs
Professional Development
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Online course subscriptions available
View full list of perks + benefits
Photo Gallery

More Jobs at Braze

Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.
Save job
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about BrazeFind similar jobs like this