Company Description:
About Sutherland
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results.
Job Description:
*For Pooling Purposes*
We are seeking a Team Manager to lead Mail Operations supporting email abuse, phishing, spam, and trust & safety workflows. This role is responsible for managing a team of analysts in a 24x7 SOC aligned environment, ensuring operational excellence, SLA adherence, and high-quality email abuse mitigation.
The ideal candidate has strong email security domain knowledge, hands on experience with Splunk, and proven experience managing teams in a fast-paced operational setup.
Managers in this role get to:
- Lead with Impact: Drive daily support service operations by setting clear goals, tracking team performance, and achieving outstanding results.
- Coach and Develop: Empower team members through training, mentoring, and skill development to help them excel and grow.
- Monitor Performance: Utilize key metrics to ensure the team is meeting objectives, address challenges, and promote accountability.
- Shape Mail Operations Strategy: Design and implement innovative mail operations service strategies aligned with our company’s vision and goals.
- Inspire Excellence: Foster a motivating, high-energy environment where top performers are recognized, and morale stays high.
- Focus on Customers: Ensure that our customers receive exceptional service and that escalated issues are handled promptly and effectively.
- Drive Results: Provide actionable insights and regular performance reports to upper management, highlighting areas for improvement and success.
Qualifications:
- Bachelor’s degree in any field.
- 2+ years dedicated experience in email operations, phishing, spam/ abuse mitigation, trust & safety, or related security operations roles.
- Previous experience working in 24x7 operational or security operations center (SOC) / multi-vendor environments.
- Email Domain Expertise: Strong understanding of email protocols (SMTP, DKIM, SPF, DMARC), email authentication mechanisms, and email delivery infrastructure.
- Splunk Proficiency: Hands-on experience with Splunk for log analysis, creating searches, building dashboards, and extracting actionable insights from large datasets (mandatory).
- 2–3 years of leadership/management experience.
- Strong analytical and problem-solving skills.
- Proven people management or team handling experience
- Strong communication, problem solving, and stakeholder management skills
Additional Information:
All your information will be kept confidential according to EEO guidelines.
