Associate Manager - Trust & Safety

Sutherland • English • 1 day ago
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Salary
≈ $12k – $28k per year (Estimated)
Location
In office (Hyderabad)
Seniority
Senior · 4+ years exp
Employment
Full-Time
Overview
Company
Impact
Profile match

Sutherland

Sutherland is an American business process and digital transformation company founded in 1986 that runs customer operations, back-office processing and analytics for large organisations. It works across healthcare, banking, insurance, telecommunications, retail and technology clients, combining offshore and nearshore delivery centres with automation and artificial intelligence intended to reduce the headcount those processes require. Headquartered in Pittsford, New York and privately held, it employs tens of thousands of people across more than a dozen countries and competes with the large Indian and Filipino outsourcing providers.
sutherlandglobal.com • HQ: Pittsford, United States • Call Center Services • Business Process Outsourcing (BPO) • IT Outsourcing • IT Consulting • Information Technology • Professional Services • 5000+ employees • Est. 1986

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.

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

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
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