Associate Manager - Account Management
Sutherland Open At a glance
Manager-level Account Management role at Sutherland. Hyderabad · full-time.
Pay not stated Account Management salary
growthroles summary, based on the employer's posting.
What you'll do
- Lead analysts handling email operations, abuse prevention, and Trust & Safety workflows around the clock
- Keep service levels, output, and quality on track while managing rosters and shift coverage
- Use Splunk dashboards and KPI analysis to identify operational issues and useful actions
- Review incidents, find root causes, and put corrective or preventive measures in place
- Coordinate with internal teams and vendors on security standards, process improvements, and automation
What you bring
- At least four years in email operations, Trust & Safety, or a SOC setting
- Strong working knowledge of SMTP, SPF, DKIM, DMARC, and email infrastructure
- Practical Splunk experience, including dashboard creation and KPI tracking
- Prior team management experience in continuous operations
- Strong stakeholder handling, analytical judgment, and decision-making ability
Who this fits
You’ll suit a manager who can lead teams in a 24x7 operating model and make decisions during email abuse and security incidents. The role is onsite in Hyderabad and involves working with cross-functional groups and multiple vendors.
From the employer
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
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