project manager for customer service

Evolvexe is developing a new customer service project.

• Take overall responsibility for the project’s strategic and operational development;
• Analyze the operational structure and identify opportunities for improvement;
• Optimize the distribution of responsibilities, tasks, and workforce across the project;
• Ensure resources are used effectively and aligned with operational priorities and business requirements;
• Identify bottlenecks, structural weaknesses, inefficient processes, and performance gaps, and develop corrective measures;
• Improve daily routines and establish clear ownership and accountability across the operational structure;
• Introduce and maintain a data-driven approach supported by measurable results and operational analysis;
• Set performance expectations for the management team and follow up on agreed actions and results;
• Challenge the team to achieve and maintain KPI and quality targets;
• Address performance issues quickly with clearly defined improvement actions;
• Analyze individual and team performance to identify recurring weaknesses and development areas;
• Ensure effective communication and cooperation between management functions and operational teams;
• Foster accountability, ownership, continuous improvement, and high performance;
• Participate in agent and management feedback sessions to evaluate the feedback process;
• Participate in onboarding, refresher, and performance-related training sessions as required;
• Improve existing training and feedback processes;
• Work with Quality, Training, Team Leadership, and Operations to turn quality issues into concrete actions;
• Analyze recurring errors and quality trends to identify root causes;
• Ensure corrective actions are completed and their impact is measured;
• Prepare and present Weekly Business Reviews (WBR), Monthly Business Reviews (MBR), and Quarterly Business Reviews (QBR);
• Ensure business reviews provide meaningful analysis, not just figures;
• Explain performance developments, root causes, risks, improvement measures, and next steps;
• Present operational performance and strategic initiatives to internal and external stakeholders;
• Maintain transparent, solution-oriented communication with the CEO and the client about project performance, challenges, and development opportunities.

• At least 3 to 5 years of experience in a senior/top management position, with significant responsibility for operational performance, people management, and business results;
• Proven track record of managing and improving complex operational environments;
• Strong strategic and analytical thinking, with the ability to turn data and observations into management actions;
• Ability to identify structural and operational weaknesses and implement sustainable improvements;
• Strong leadership skills, including setting expectations, challenging and motivating teams, demanding results, and ensuring accountability;
• Excellent understanding of performance management, workforce allocation, process optimization, and continuous improvement;
• Strong presentation and stakeholder-management skills;
• Advanced ability to work with KPIs, operational reports, trends, and performance data;
• C1-level English, written and spoken;
• Nice to have: experience in BPO, Customer Support, Contact Center, Service Delivery, or a related operational environment; German language skills.

• Competitive salary tailored individually based on experience and qualifications;
• Performance bonuses for operational and quality results;
• Comprehensive health insurance coverage for the employee and family;
• Paid vacation and a generous leave policy;
• Paid training and ongoing professional development opportunities;
• Trust-based, empowering workplace culture with open feedback and strong teamwork;
• Periodic travel between locations: the primary work location is Tbilisi, with several consecutive days per month expected at the secondary site in Kutaisi.