Associate Manager - Account Management

Sutherland · Hyderabad, TS, India

  • Junior
  • Full-time
  • Posted 2026-09-02
  • Confirmed live on 25 September 2026

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Job description

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

Company 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!

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