Abuse Mitigation Manager

The Abuse Mitigation Manager is responsible for overseeing the day-to-day handling of abuse complaints, registry escalations, legal requests, and related client communications across Markmonitor’s abuse management channels. The role ensures that legitimate reports are reviewed, escalated, and actioned in a timely manner while maintaining effective working relationships with internal stakeholders, clients, registries, and mitigation service providers. The position also supports continuous improvement of abuse management processes, response templates, portal functionality, and reporting to ensure compliance with registry, ICANN, and industry standards.

ESSENTIAL DUTIES & RESPONSIBILITIES (INCLUDES OTHER DUTIES AS REQUIRED)

Portal Experience and Abuse Complaint Management

• Responsible for the day-to-day management and review of the MM abuse portal where the person shall
  • Review reports that are received into the portal and forward legitimate abuse reports to clients for review and action
  • Review reports received to the abuse complaints email address to determine if they need a response using our template library
  • Escalate notifications to the relevant part of the business
  • Resolve queries and correspondence in a timely and efficient manner. 
  • Review and respond to ICANN RDRS notifications
• Manage Incoming Abuse Complaints

Escalations and comms throughout business

• Liaising with Global Industry Relations (GIR), Legal, Domain Portfolio Advisor teams throughout Markmonitor Group (MMG) to notify them of relevant abuse complaints, Legal requests, Registry correspondence and sending queries concerning next steps and remedial action requests where appropriate and necessary
• Working alongside GIR / Legal to ensure the compliance with Registries, ICANN and industry standards with regards to abuse mitigation efforts. 

Registry escalation and Process Flow

• Responsible for the monitoring of the registry escalations inbox for abuse notifications from Registries and ensuring the DPA and client are notified of the complaint in a timely manner 

Subpoena & Court Order Management:

• Liaising with legal and GIR relating to Subpoenas and Court Orders
• Escalating relevant Legal orders and police requests for registrant data to GIR for support and response. 

Bespoke Client Process management and Development

• Actioning bespoke Abuse management processes on behalf of clients
• Maintenance and review of processes alongside supportive teams and departments. 
• Creation of new bespoke processes 
• Management of client escalation points for notifications and communications

Relationship Development and Management

• Developing and maintaining relationships with internal departmental stakeholders as well as clients and mitigation service providers
• Identification of new mitigation providers and efforts to ensure that we are up to date with the industry and the abuse management providers. 
• Liaising with the engineering org relating to updates, development and improvements of the abuse portal and/or required changes 

Template Management and Review

• Working with the existing template library for standardised responses and replies to be dispatched
• Periodical review with GIR and Legal teams of the templates. 
• Maintenance of the shared area and location for the SOP (Operating procedures) for the DNS Abuse handling.

Reporting & Metrics

• Working with the portal to provide Working with the portal to provide quarterly metrics and reports relating to abuse reports received and categories. 

POSITION REQUIREMENTS

• Bachelor’s degree or equivalent work experience.
• 2 years of experience in a customer-focused, technical support/services role, or 4 years of experience in customer success, account management, or a related role.
• Excellent communication, problem‑solving, and project‑management capabilities.
• Ability to work cross‑functionally and thrive in a dynamic environment.
• Ability to translate technical processes into easily understood information.
• Excellent prioritization and analytical skills.
• International business experience and foreign language skills a plus.
• Experience with CRM platforms for customer data management and workflow optimization is a plus.
• Domain industry knowledge is a plus but not required — candidates will receive onboarding and training to develop domain management expertise.
• Exceptional oral and written communication skills.
• Excellent attention to detail, prioritization and analytical skills.
• Ability to translate technical processes into easily understood information to internal and external clients and stakeholders.
• Good organisation skills. 
• Ability to work under pressure
• Ability to work well with others 

WORK HOURS

TRAVEL