Senior Email Operations Analyst

SurveyMonkey is seeking a Senior Email Operations Analyst to lead the execution, optimization, and innovation of lifecycle email programs. This role focuses on advancing personalized, data-driven customer experiences to drive acquisition, retention, expansion, and upsell opportunities. The analyst will serve as a strategic partner and hands-on expert, leveraging deep Iterable platform expertise, a strong analytical mindset, and operational rigor to ensure scalable, high-performing email programs. The ideal candidate combines technical fluency, strategic thinking, and an interest in AI-driven enhancements to elevate engagement and campaign performance.

Must Have

• Lead execution of complex email campaigns and multi-step automations across the customer lifecycle.
• Define, document, and enforce operational processes, QA standards, and data governance.
• Partner with Business Systems and Data teams for clean data syncs, segmentation, and platform integrations.
• Monitor and optimize email deliverability and sender reputation.
• Incorporate advanced AI strategies for engagement and conversion.
• 5+ years of hands-on experience managing email marketing programs, preferably in SaaS.
• Advanced proficiency with Enterprise ESPs like Iterable, Braze, or Salesforce Marketing Cloud.
• Deep working knowledge of SQL, data integrations, and customer data platforms (Snowflake, Amplitude, Hightouch).
• Proven success building and optimizing automated lifecycle programs.
• Deep knowledge of email deliverability, segmentation logic, and compliance (CAN-SPAM/GDPR).

Good to Have

• HTML/CSS experience for email development

Perks & Benefits

• Flexible, hybrid work environment
• Thoughtfully designed offices
• CHOICE Fund (employee benefits)
• Inclusive workplace
• Opportunities for career growth

What we’re looking for

We’re seeking a Senior Email Operations Analyst to lead the execution, optimization, and innovation of lifecycle email programs. This role is instrumental in advancing personalized, data-driven customer experiences that drive acquisition, retention, expansion, and upsell opportunities across the business. You will serve as both a strategic partner and hands-on expert bringing deep Iterable platform expertise, a strong analytical mindset, and operational rigor to ensure scalable, high-performing email programs. The ideal candidate combines technical fluency, strategic thinking, and an interest in leveraging AI-driven enhancements to elevate engagement and campaign performance.

What you’ll be working on

• Campaign Execution & Optimization: Lead the execution of complex email campaigns and sophisticated multi-step automations across the entire customer lifecycle (acquisition, engagement, churn).
• Operational Excellence: Define, document, and enforce operational processes, QA standards, and data governance to ensure high-quality delivery, data integrity, and reduced errors.
• System & Data Collaboration: Partner with Business Systems and Data teams to maintain clean data syncs, precise customer segmentation, preference management, and platform integrations.
• Deliverability & AI Strategy: Monitor and optimize email deliverability and sender reputation. Incorporate advanced AI strategies (e.g., subject line optimization, send-time personalization) to drive engagement and conversion.

We’d love to hear from people with

• 5+ years of hands-on experience managing and executing email marketing programs, preferably in a SaaS or subscription environment.
• Expertise with Enterprise ESPs: Advanced, hands-on proficiency with Iterable (or equivalent, such as Braze/Salesforce Marketing Cloud), including workflows, APIs, and event triggers.
• Technical Proficiency: Deep working knowledge of SQL, data integrations, and customer data platforms (e.g., Snowflake, Amplitude, Hightouch). HTML/CSS experience for email development is a plus.
• Lifecycle & Deliverability Mastery: Proven success building and optimizing automated lifecycle programs. Deep knowledge of email deliverability, segmentation logic, and compliance (CAN-SPAM/GDPR).
• Soft Skills: Excellent attention to detail, strong documentation discipline, and exceptional communication skills for managing multiple projects and collaborating with cross-functional stakeholders.

SurveyMonkey believes in-person collaboration is valuable for building relationships, fostering community, and enhancing our speed and execution in problem-solving and decision-making. As such, this opportunity is hybrid and requires you to work from the office in Heredia 3 days per week.

Please apply using an English version of your resume/CV.

#LI - Hybrid

Why SurveyMonkey? We’re glad you asked

At SurveyMonkey, curiosity powers everything we do. We’re a global company where people from all backgrounds can make an impact, build meaningful connections, and grow their careers. Our teams work in a flexible, hybrid environment with thoughtfully designed offices and programs like the CHOICE Fund to help employees thrive in work and life.

We’ve been trusted by organizations for over 25 years, and we’re just getting started. Our milestones include celebrating a quarter-century of curiosity with 25 acts of giving, opening new hubs in Costa Rica and India, crossing the threshold of 100 billion questions answered, and earning recognition as one of the Most Inspiring Workplaces across North America and Asia.

We live our company values—like championing inclusion and making it happen—by embedding them into how we hire, collaborate, and grow. They help shape everything from our culture to our business decisions. Come join us and see where your curiosity can take you.

Our commitment to an inclusive workplace

SurveyMonkey is an equal opportunity employer committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.

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