Expertise in managing email operations, Splunk, 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