Associate Manager - Trust & Safety

Sutherland Global; Hyderabad; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Sutherland Global in Hyderabad is seeking a Team Leader – Mail Operations (4+ Years Experience) to lead a team of analysts managing email operations, spam/abuse mitigation, and Trust & Safety workflows in a 24x7 environment.

You will drive incident reviews, monitor KPIs with Splunk, ensure SPF/DKIM/DMARC compliance, and collaborate with cross-functional partners to deliver operational excellence. The role emphasizes coaching, rostering, and proactive process improvements.

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.

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.

Skills

Email operations

Trust & Safety

Team leadership

SLA & quality

Stakeholder management

Tools

Splunk

Job description

Company Description:

Team Leader – Mail Operations (4+ Years Experience)

Role Summary:

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

Job Description:

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:

Required Skills & 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