Sutherland
Associate Manager - Trust & Safety
Hyderabad, //TS, India · On-site · Full-time
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About the role
Description from the employer’s posting. Check the employer’s page for the current version.
- EmployerSutherland
- LocationHyderabad, //TS, India
- Work styleOn-site
- Employment typeFull-time
- Employer posted
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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At a glance
- Work styleOn-site
- Employment typeFull-time
- SeniorityMid level
- Employer posted
- Added to ROLIVA
- Last checked
Skills in this posting
Skills ROLIVA found in the employer’s own description above. A mention is not a requirement.