Associate Manager - Account Management

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! 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.

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