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

🎯 Requirements

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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