Customer Support Project Manager

We are looking for a Project Manager who acts as a true Project Owner — a leader fully responsible for project performance, client satisfaction, and team success. This role combines strategic thinking, operational excellence, and the ability to turn insights into measurable results.

Key Responsibilities: Day-to-Day Operations & Performance Management Ensure consistent and high-quality delivery of project KPIs. Analyze operational data, identify performance gaps, and develop and implement improvement plans. Lead the project team, taking full responsibility for both external results and internal operations. Manage workforce planning: recruitment, training, scheduling, and resource allocation. Oversee project financials — control budgets, ensure cost efficiency, and prepare reports for internal and client use. Maintain clear and timely communication within the team and with stakeholders. Client Relationship & Partnership Act as the primary owner of the client relationship — not only participating in, but leading and facilitating strategic meetings, Weekly/Monthly Business Reviews, and regular syncs. Build trust-based, partner-level relationships with key decision-makers. Proactively manage client expectations, identify risks, and ensure Key Client Satisfaction through transparency, reliability, and continuous improvement. Strategic Management & Development Define and execute the long-term project strategy, fully aligned with client goals and company vision. Identify and implement opportunities for scaling, process optimization, and innovation. Translate strategic goals into actionable roadmaps with measurable outcomes. Anticipate operational challenges and design preventive actions to ensure sustainable delivery. Cross-functional Leadership Collaborate effectively with internal departments — Operations, Training, QA, IT, and People teams. Ensure alignment and smooth communication between client and internal teams. Promote a culture of ownership, accountability, and continuous improvement across the project.

Requirements: 2+ years of experience as a Project Manager, Delivery Manager, or similar role in customer support, e-commerce, ride-hailing, or delivery projects. Proven track record of owning project results and managing large-scale operations. Strong analytical mindset and ability to make data-driven decisions. Excellent communication, negotiation, and leadership skills. Confident user of MS Power Suite (Excel, Power BI, PowerPoint, Teams, etc.). English — Fluent / Advanced level (verbal and written) — communication with a British decision-maker and key stakeholders.