Associate Manager - Trust & Safety

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