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Email Operations ManagerGratitude • Taguig, Philippines
Email Operations Manager

Email Operations Manager

Gratitude • Taguig, Philippines
6 days ago
Job description

Role Summary:


Lead a team of analysts managing email operations, 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.


Required Skills & Qualifications:

  • 3+ 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 for at least 3 years
  • Proven experience managing teams in a 24x7 operational and BPO setup.
  • Strong stakeholder management, analytical, and decision-making skills.
  • Interested candidates must be willing to work onsite/ hybrid in Taguig.
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Email Operations Manager • Taguig, Philippines

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