Spirit of the Role: As an Operations Manager / Program Lead, you will own the success of a dedicated program and act as a trusted strategic partner to the Regional Sales Manager (rSM). Together, you will shape how we support small business customers, drive performance, and continuously raise the bar on quality and results.

This is a highly visible leadership role where execution meets strategy. You’ll translate commercial goals into actionable plans, empower Team Leads and Agents to succeed, and use data and customer insights to influence decisions. By working closely with QA, Coaching, and Workforce Management, you will ensure operational excellence and a consistently high customer experience.

To succeed, you’ll develop a deep understanding of customer challenges and opportunities—gathered through close collaboration with Team Leads, call shadowing, and QA insights—and confidently bring these perspectives into strategic discussions with the rSM.

What You’ll Focus On:

• Sales Planning & Strategy

• Monitor revenue trends and key performance drivers across markets and industry verticals
• Identify growth opportunities and recommend focus areas to the Regional Sales Manager
• Own the execution and reporting of program incentives (SPIFs) in line with rSM guidance
• Sales Activation & Enablement



• Execute activation plans and actively co-create new initiatives with the rSM
• Ensure Agents and Team Leads are fully enabled through effective training, coaching, and communication

• Sales Performance & Quality Management

• Drive performance against agreed plans and targets
• Partner closely with QA to maintain and elevate quality standards
• Lead in-quarter recovery actions and contribute to the design of improvement plans

What You Bring:

• 3+ years of experience in a similar operational or program leadership role
• 5+ years of experience managing teams in a BPO environment
• Strong understanding of program strategy and performance levers
• Proven ability to analyze data, extract insights, and turn them into action
• Experience building, coaching, and leading junior sales teams
• Background in advertising and SMB sales
• Fluency in English

Why Join Us

We genuinely invest in our people and offer a competitive and well-rounded rewards package, including:

• Career counseling and continuous development support
• Additional paid time off
• Flexible benefits tailored to your needs
• Premium health and dental insurance
• Life insurance coverage
• Food vouchers and fuel card
• Multisport card
• Employee Assistance Program
• Bonuses for special occasions
• Share purchase options

Location: Sofia, Bulgaria Work Model: Full-time, office-based

About Accenture: At Accenture, our purpose is to deliver on the promise of technology and human ingenuity. With over 775,000 people worldwide, we help our clients and communities continuously reinvent and grow. We believe innovation thrives in an inclusive, diverse environment—one where everyone feels valued, empowered, and supported to do their best work. We take a holistic approach to well-being—physical, mental, and financial—and provide ongoing opportunities for learning, certifications, and career mobility. Recognized consistently as one of the World’s Best Workplaces™, Accenture is where you can make a real impact and build a meaningful career.

Join us and work at the heart of change.