Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Ani Janashia

Ani Janashia

Tbilisi

Summary

Experienced iGaming and digital operations leader with 11+ years building, scaling, and leading high-performing teams across live studios, e-commerce, and tech-enabled platforms. I specialize in designing operational systems that are human-centered and results-driven — from launching studios and new markets to restructuring underperforming teams and driving multi-region expansion.

I’ve led large-scale operations (6,000+ team members), built cross-functional teams from the ground up, and partnered with executive leadership to execute on growth, retention, and profitability goals. My sweet spot is solving root inefficiencies, aligning people and systems, and creating operational clarity in fast-paced environments.

With a track record across iGaming, marketplaces, and growth-stage companies, I bring a hands-on approach to strategy execution, OKRs, internal comms, and team development — while always keeping culture, clarity, and performance at the center.

Overview

10
10
years of professional experience

Work History

Co-Founder

Starooms
Tbilisi
08.2024 - Current
  • Built an online marketplace for certified esoteric experts across 3 regions; led product, recruitment, and go-to-market planning.
  • Won two government grants; secured non-dilutive funding to support MVP launch and marketing expansion.
  • Streamlined all onboarding, payments, and support flows, creating efficient client and expert journeys with minimal overhead.

Head Of Live Operations GE&AM

Glovo
Tbilisi
11.2023 - 11.2024
  • Oversaw daily operations for Customer Experience (CX) and LiveOps teams across Georgia and Armenia, ensuring alignment with global service standards.
  • Led a team of Team Leads, Quality Analysts, and frontline agents, managing performance, scheduling, training, and development.
  • Built and optimized agent workflows and internal SOPs to enhance productivity, reduce response time, and elevate customer satisfaction.
  • Coordinated closely with regional and global leaders to design and implement KPIs, ensuring team targets supported overall company OKRs.
  • Restructured internal communication flows (daily standups, reporting rhythms), which improved clarity and accountability between frontline teams and leadership.
  • Monitored SLAs, incident trends, and escalations to proactively resolve bottlenecks and maintain high operational standards.
  • Identified and fixed workflow inefficiencies, reducing average handling time and increasing CSAT by 15% in just 3 months.

Studio Manager

Evolution
Tbilisi
09.2022 - 11.2023
  • Directed day-to-day operations for over 6,000+ employees in a highly regulated, 24/7 live studio environment, ensuring strict compliance with local laws, internal policies, and global SLAs.
  • Managed a multi-level team structure, including senior managers, team leads, shift supervisors across multiple departments and game verticals.
  • Oversaw hiring, onboarding, and performance management processes to maintain staffing efficiency and service quality in a fast-scaling environment.
  • Collaborated with cross-functional departments (product, tech, HR, QA) to align operational needs with studio goals and market demands.
  • Redesigned onboarding and L&D workflows, cutting time-to-productivity by 20% for new hires while improving knowledge retention and live performance.
  • Opened dedicated studios for VIP clients in close collaboration with Key Account Managers, ensuring high-value partner satisfaction and business growth.
  • Led change management initiatives during periods of hypergrowth and expansion, ensuring smooth adaptation of new policies and tools at scale.

Senior Operations Manager

Evolution
Tbilisi
01.2020 - 09.2022
  • Oversaw 24/7 regulated studio operations in a fast-paced iGaming environment, ensuring full compliance with licensing, data safety, and internal SLAs careers-page.com.
  • Co-led expansion into a new studio wing—managing end-to-end staffing, performance planning, and compliance alignment from initial recruitment to operational launch.
  • Collaborated with scheduling and planning department and Improved shift scheduling accuracy and staff efficiency by 25% by standardizing documentation audits to support LiveOps efficiency.
  • Introduced weekly retrospective reviews with team leads and shift supervisors, driving down recurring process errors by 30% within six months.
  • Partnered with CRM and player retention teams to optimize cross-functional workflows, ensuring seamless integration between studio ops and VIP/customer support processes.
  • Aligned studio-wide performance KPIs—including Successful Game Count (SGC), absenteeism, and attrition—by designing and implementing custom SOPs, improving consistency and accountability across shifts.
  • Kept the studio up and running during COVID by becoming dedicated ambassador for implementing COVID-adapted procedures

Team Manager

Evolution
Tbilisi
09.2018 - 01.2020
  • Led and developed a high-performing team of 100+ Game Presenters in a fast-paced, regulated iGaming environment.
  • Improved SGC (Successful Game Count) and overall productivity by 25% through tailored coaching, performance tracking, and real-time feedback loops.
  • Reduced absenteeism rates within assigned teams by 15% by implementing proactive engagement strategies, individualized support, and clear shift protocols.
  • Designed and rolled out standardized shift handover documentation templates, ensuring accountability and operational continuity between day and night teams.
  • Conducted monthly team meetings and performance reviews to align individual and team goals with department-wide KPIs.
  • Recognized three consecutive quarters for leading the top-performing team in SGC and winning internal performance competitions.
  • Partnered with Training and Scheduling departments to onboard new hires, accelerate ramp-up time, and strengthen SOP adoption.

Customer Service Manager

Tristate Technology Professionals
07.2015 - 02.2018
  • Built and led an outsourced customer service team from the ground up (0 to 1), scaling it to 50+ employees in less than 2 years.
  • Developed and implemented standardized workflows and KPIs, improving customer satisfaction (CSAT) scores by 20% within the first year.
  • Led recruitment, onboarding, and training programs to rapidly scale teams while maintaining high service quality.
  • Collaborated cross-functionally with product, sales, and technical teams to resolve escalations and enhance customer experience.
  • Introduced quality assurance processes and feedback loops, reducing average response times by 30%.
  • Monitored absenteeism and turnover rates, initiating engagement programs that decreased attrition by 15%.
  • Presented regular performance reports and strategic recommendations to senior leadership, aligning team goals with company objectives.

Education

Bachelor of Laws - Law

Ivane Javakhishvili Tbilisi State University
Tbilisi, Georgia
08-2014

Operations Management A-Z - Operations Management

Rowtonce Training

Situational Leadership II (SLII) - Leadership

Ken Blanchard Companies

Professional Life Coach - Coaching

Transformation Academy

Skills

    - Process mapping and optimization
    - Workflow visualization
    - Strategic planning and OKR tracking
    - Operations restructuring
    - Team performance systems
    - Internal communication flow
    - E-commerce operations
    - Root cause analysis
    - Cross-functional leadership
    - Project and change management
    - Asana, Notion, Excel, Trello, Google Workspace, Jira, Slack, Confluence, Helpdesk
    - Remote and in-person team operations

Languages

Georgian
First Language
English
Proficient (C2)
C2
Russian
Upper Intermediate (B2)
B2

Timeline

Co-Founder

Starooms
08.2024 - Current

Head Of Live Operations GE&AM

Glovo
11.2023 - 11.2024

Studio Manager

Evolution
09.2022 - 11.2023

Senior Operations Manager

Evolution
01.2020 - 09.2022

Team Manager

Evolution
09.2018 - 01.2020

Customer Service Manager

Tristate Technology Professionals
07.2015 - 02.2018

Bachelor of Laws - Law

Ivane Javakhishvili Tbilisi State University

Operations Management A-Z - Operations Management

Rowtonce Training

Situational Leadership II (SLII) - Leadership

Ken Blanchard Companies

Professional Life Coach - Coaching

Transformation Academy
Ani Janashia