HR & Customer Operations Leader

Company Description:

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.

Sutherland

Unlocking digital performance. Delivering measurable results

Job Description:

We are seeking an experienced HR & Customer Operations Leader to lead end-to-end HR, payroll, and order management operations across multiple European regions. This leadership role is responsible for driving operational excellence, ensuring regulatory compliance (European labor laws & GDPR), and managing SLA-driven service delivery across HR and customer-facing functions.

The ideal candidate will bring combination of the following attributes: strong multi-country payroll knowledge, hands-on Oracle ERP exposure, people leadership capability, and experience managing high-volume transactional environments.
 

Key Responsibilities

1. Team Leadership & Service Delivery

• Lead, coach, and develop Payroll Specialists, HR Advisors, and Customer Care Representatives.
• Ensure SLA adherence across HR, payroll, and order management functions.
• Conduct performance reviews, development planning, and structured feedback sessions.
• Drive cross-training and operational continuity.
• Provide real-time production support when required.

2. HR & Payroll Management

• Oversee accurate pre-payroll processing across multiple European countries.
• Validate payroll inputs, reconciliations, one-off payments, and compliance reporting.
• Manage year-end and audit-related payroll activities.
• Supervise employee lifecycle and HR advisory services.
• Ensure GDPR-compliant employee data management.
• Oversee visa, immigration, and relocation support processes.

3. Order Management & RMA Operations

• Manage end-to-end order processing (entry, amendments, cancellations).
• Oversee accurate RMA processing aligned with company policies.
• Resolve order-related queries and manage TAT expectations.
• Collaborate with Logistics, Sales, Finance, and Supply Chain.
• Conduct dispute management and Root Cause Analysis (RCA).

4. Compliance & Controls

• Ensure adherence to European labor laws, GDPR, and internal policies.
• Maintain audit readiness and strong internal control frameworks.
• Identify operational risks and implement mitigation strategies.
• Ensure transactional quality standards across processes.

5. Reporting & Continuous Improvement

• Drive MIS reporting and operational dashboards.
• Conduct data analysis and prepare management presentations.
• Identify automation and efficiency improvement opportunities.
• Support system enhancements and transitions.

Qualifications:

Experience:

• 5-10 years of experience in HR operations, payroll, or customer operations.
• Minimum 2 years in a people management role.
• Experience supporting multi-country European operations.
• Exposure to SLA-driven global service environments.

Technical Skills (preferable):

• Strong knowledge of HRIS and payroll systems.
• Hands-on experience with Oracle ERP (Order Management).
• Advanced Excel and PowerPoint skills.
• Strong data analysis and reporting capability.
• Familiarity with GDPR compliance standards.

Competencies:

• Strong leadership and coaching capability.
• Excellent communication skills (English B2+ is a must and German B2+ is preferable).
• Ability to work in fast-paced, high-volume environments.
• Strong analytical and decision-making skills.
• Customer-centric and quality-focused mindset.

Additional Information:

• 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 from our cozy Sofia office, from Mon-Fri 09AM-06 PM

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