As one of a team of Mail Operations functional leads on the Trust & Safety team, you will help protect users by reducing spam, phishing, and other abusive behaviors across our email ecosystem at global scale.
In this role, you will have an active role in defining operational strategy and execution for mail integrity, working closely with Product, Engineering, Policy, Legal, Support and Vendor teams. You will operate in a fast-moving, adversarial environment, balancing automation and human review to reduce harm while preserving a high-quality user experience.
Own end-to-end mitigation operations for spam, phishing, malware, and other abuse across inbound and outbound traffic on messaging products across Apple iCloud.
Hands on experience with account farming understanding patterns and blocking them.
Provide leadership and coaching to a 24/7 team of offshore contractors performing the critical work.
Develop and execute strategies to proactively reduce abusive/unwanted content at scale while minimizing false positives and unintended user impact.
Maximize observability and monitoring to detect emerging abuse trends and adversarial behaviors early, and drive rapid response, mitigation, and long-term prevention strategies.
Partner with Engineering and Product to operationalize ML models, classifiers, and rules for spam detection and enforcement.
Partner with SRE / operations teams in mail, DNS, security, spam filter product development and related technology internal and vendor teams.
Own end-to-end spam and abuse operations, designing scalable workflows, escalation frameworks, SLAs, and quality standards while driving incident response and systemic remediation.
Partner closely with Product, Engineering, Anti-Abuse, and Trust & Safety teams to embed enforcement and operational rigor into product and policy decisions.
Build and lead a high-performing global operations organization, fostering accountability, capability development, and continuous improvement.
Define and track KPIs across spam, fraud, and account abuse, leveraging data and experimentation to optimize mitigation strategies and clearly communicate risks and trade-offs to senior leadership.
Bachelor's degree or equivalent practical experience.
12 years of experience in mail operations, abuse prevention, mail or messaging operations, content moderation, or related fields.
8 years of experience being an operational, hands on lead across spam filtering teams across multiple time zones.
Experience operating large-scale, global workflows in ambiguous and fast-changing environments.
Strong analytical and problem-solving skills with a track record of data-driven decision-making.
Experience working on email platforms, messaging systems, or large-scale anti-spam/anti-abuse programs.
Familiarity with ML-based classification systems, rules engines, and adversarial abuse patterns.
Excellent written and verbal communication skills, including influencing senior stakeholders.
Active participation in industry trust groups is a plus.
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There’s a place here for every kind of brilliant. Everyone here is an innovator, or an innovator-to-be, no matter what your team or your role. So bring your passion, courage, and original thinking and get ready to share it, because every new product, service, or feature we invent is the result of people working together to make each others’ ideas stronger. Innovation at this level depends on people who represent the variety of the human experience and inspire us with their own fresh perspectives. Together, we’ll do amazing work that can make a difference in people’s lives. Including your own. Learn more about working at Apple.