HR & Customer Operations Leader

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.

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.

• 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.