About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise. We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

About your next great opportunity:

This is your moment to lead a team for one of our biggest clients.

What makes this role exciting?

This role is 100% on-site—you’ll be working and traveling between our cozy offices in Varna and Ruse.

The Operations Manager position demands a critical balance in addressing the needs of client customers, the client, program financials, and employees. This role carries significant responsibilities that directly impact the success of our organization and our clients.

Responsibilities:

• Oversee and maintain accountability for Key Performance Indicator (KPI) performance across all aspects of the account.
• Develop and implement strategic staffing and capacity planning initiatives to ensure optimal resource allocation.
• Design and execute comprehensive training programs to enhance team capabilities and maintain service excellence.
• Direct day-to-day operations with a focus on efficiency, productivity, and adherence to established protocols.
• Implement and manage robust quality assurance measures to maintain the highest standards of service delivery.
• Produce and analyze detailed reports on account performance, identifying trends and recommending data-driven improvements.
• Foster a culture of employee engagement and professional development within the team.
• Serve as the primary liaison between various stakeholders, including front-line consultants, Team Managers, senior leadership, and the client.
• Ensure strict compliance with all contractual obligations and internal policies.
• Proactively identify and mitigate potential risks to account performance and client satisfaction.
• Collaborate effectively with Key Departments and stakeholders.

Requirements:

• A university degree is essential.
• Fluent in English.
• Proficiency in Romanian, Czech, Greek, Portuguese and/or German languages will be considered as an advantage.
• Demonstrable proficiency in computer applications is mandatory, including advanced skills in MS Word, MS Excel, MS PowerPoint, and extensive knowledge of internet-based technologies.
• A minimum of 4-5 years of relevant experience in BPO industry or similar, demonstrated experience in people and stakeholder management.
• Proven track record in managing large teams and implementing organizational change management strategies.
• Exceptional communication skills, both written and verbal, with the ability to deliver high-level presentations.
• Demonstrated capacity to efficiently manage time and simultaneously oversee multiple schedules, meetings, and initiatives.
• Proven ability to conceptualize, develop, and execute highly effective service delivery strategies.
• Demonstrated proficiency in cross-cultural negotiations and remote communication.
• Willingness to travel between Sutherland's sites (around 70% of the time).

What we offer:

• Long-term job security with a permanent contract
• Additional health and life insurance coverage
• Generous annual leave
• Food vouchers and paid breaks
• Competitive salary and clear career progression
• World-class on-the-job training
• Work in a cozy office

All your information will be kept confidential according to EEO guidelines.