Associate Manager - Account Management

SmartRecruiters, Inc.; Hyderabad; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Sutherland in Hyderabad, India is seeking a senior lead to oversee a team of analysts handling email operations, Trust & Safety, and 24x7 risk mitigation. You will ensure SLA, quality, and efficiency while guiding a motivated group of agents.

The role emphasizes incident reviews, RCA, proactive mitigation, and data-driven decisions using Splunk dashboards. Collaboration with cross-functional teams and vendors is required to maintain secure, reliable email delivery and abuse prevention.

Qualifications

• 4+ years of experience in email operations, Trust & Safety, or SOC environments.
• Strong knowledge of SMTP, SPF, DKIM, DMARC and email infrastructure.
• Experience leading teams in 24x7 operations and driving improvements.

Responsibilities

• Oversee daily email operations, ensuring SLA, productivity, and quality targets.
• Coach and develop a team of analysts, manage rostering and shift planning.
• Monitor abuse trends and apply proactive mitigation strategies.
• Lead incident reviews, root cause analysis, and corrective actions.
• Collaborate with cross-functional teams and vendors for seamless operations.
• Build dashboards and track KPIs using Splunk.

Skills

Email operations

Trust & Safety

SOC environments

Team management

Stakeholder management

Leadership

Tools

Splunk

Job description

At Sutherland we are a group of energetic and driven individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Job Description

Lead a team of analysts managing email operations, spam/abuse mitigation, and Trust & Safety workflows, ensuring operational excellence in a 24x7 environment.

Key Responsibilities:

• Oversee daily operations, ensuring SLA, productivity, and quality targets are consistently met
• Supervise, coach, and develop a team of agents; manage rostering and shift planning
• Monitor trends in spam, phishing, spoofing, and abuse; drive proactive mitigation strategies
• Conduct incident reviews, root cause analysis (RCA), and implement corrective/preventive actions
• Leverage Splunk to build dashboards, track KPIs, and generate actionable insights
• Ensure adherence to email authentication standards (SPF, DKIM, DMARC) and security protocols
• Collaborate with cross-functional teams and multi-vendor partners for seamless operations
• Drive continuous improvement initiatives, process optimization, and automation opportunities.

Qualifications

• 4+ years of experience in email operations / Trust & Safety / SOC environments
• Strong understanding of SMTP, SPF, DKIM, DMARC, and email infrastructure
• Hands-on experience with Splunk
• Proven experience managing teams in a 24x7 operational setup
• Strong stakeholder management, analytical, and decision-making skills

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