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Associate Manager - Account Management
Sales
💰 Salary Not shared
📊 Market ₹60,000–₹100,000/mo (₹720,000–₹1,200,000/yr)
About the Company
We are a leading global business and digital transformation partner. We work with iconic brands worldwide. We are an AI-led digital transformation company delivering measurable business outcomes. We design, run, and automate the operations we transform - so our AI reaches production and keeps improving. IT Services and IT Consulting Specialties: IT Services, Technology, Healthcare, Banking and Financial Services, Insurance, Travel & Entertainment, Telecom, software as a service, Google Cloud, Process Consulting, Design Thinking, Experience Labs, Digital Transformation, Customer Experience, Conversational AI, Data & Analytics, Retail and CPG
Responsibilities
- ● 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.
- ● + 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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