Associate Manager - Account Management

About the role

Lead a team of analysts managing email operations, spam/abuse mitigation, and Trust & Safety workflows, ensuring operational excellence in a 24x7 environment.

What you'll do

• 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

What you need

• 4–7 yrs of experience
• Splunk
• Root cause analysis
• Any graduate