Associate Manager - Account Management

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!

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