Join Sutherland - Where Your Career Soars!

About us!

Sutherland is pioneering Customer Experience Management (CXM) Globally for 37 Years! As a powerhouse in automation and innovative solutions, we thrive on delivering exceptional service to our clients' customers across the globe. With a presence in 60 locations worldwide, including Bulgaria since 2008, we're a diverse team of over 2,000 dedicated individuals working across Sofia, Varna, Burgas, or from the comfort of home, serving in 17 languages!

About your next great opportunity:

As a Senior Manager Digital Trust and Safety, you’ll lead operations to ensure a secure and trustworthy digital environment, driving the success of Team Managers in this critical space. If you’re passionate about operational excellence, fostering user trust, and guiding high-performing teams to achieve impactful results, this role is perfect for you. You’ll also have the opportunity to work with one of the leading GameTech companies, shaping the future of digital safety and operational innovation.

Join us in our cozy Sofia office where ideas flow and teamwork thrives!

In this role, you will oversee the operations of the Digital Trust and Safety team, driving strategic initiatives and ensuring the success of projects through effective leadership and collaboration.

• Oversee and guide team managers, ensuring they are supported in achieving operational goals and fostering a collaborative work environment.
• Develop and implement strategies for trust and safety operations, aligning with organizational objectives and industry best practices.
• Act as the primary point of contact for senior stakeholders, providing updates on project progress, challenges, and strategic direction.
• Create a high-performing team by ensuring that all direct reports have SMART objectives, and development plans and receive continuous feedback.
• Drive process improvement initiatives within the operation and collaboratively with other areas.
• Monitor quantitative and qualitative KPIs and provide relevant feedback
• Stay updated on regulatory requirements and industry best practices related to documentation verification, ensuring compliance with relevant regulations and guideline

Here's what you will need in your toolkit:

• Proven experience in implementing procedures in documentation verification procedures preferably in the iGaming industry or related sector is an advantage
• Demonstrated analytical skills with effective decision-making capability.
• Experience in managing teams
• Excellent leadership and team management skills
• Excellent organizational and communication skills
• Strong analytical and problem-solving skills
• Familiarity with relevant regulatory frameworks and compliance requirements in the iGaming industry is an advantage
• Strong interpersonal skills, with the ability to collaborate effectively across departments and cultures
• Excellent attention to detail and a commitment to maintaining the integrity of the company’s operations
• Good knowledge of Microsoft Office/Google Suite
• Good verbal and written communication in English

What we offer:

• Long-term job security with a permanent contract.
• Additional health and life insurance coverage.
• Generous annual leave, including wellness days.
• Food vouchers and paid breaks.
• Competitive salary and clear career progression.
• Great office location in Sofia
• World-class on-the-job training

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