Middle Tootejuht

Invited to conduct operational transformation of the company and build a manageable structure Key Achievements – Partnered directly with the founder on the strategic optimization and scaling of the company (200+ employees) – Led the restructuring of the organizational model to support business growth and improve operational scalability – Built a transparent performance management system, including unified KPIs for C-level and functional teams – Optimized cross-functional processes and eliminated critical delivery bottlenecks – Improved accountability and collaboration across business units – Established systematic financial tracking and operational control to improve business transparency – Contributed to strategic planning, roadmap development, and scaling initiatives – Supported M&A processes and post-merger integration – Led the development and launch of an internal MVP that increased company profits by 10%

Managed the product from MVP, managed business units (IT, Support, Sales, Marketing) Key Achievements – Increased customer retention by 10%, MAU by 10%, and NPS by 60% – Doubled conversion rates across marketing campaigns – Led full-cycle product development from MVP through growth, aligning product strategy and roadmap with business goals – Accelerated delivery processes by 15% through improvements in product and cross-functional workflows – Built a customer support function from scratch to corporate SLA standards – Established organizational structures, knowledge bases, and documentation systems to support scalable growth – Led product and cross-functional teams across Product, IT, Marketing, Sales, Support, and Customer Success  Responsibilities: – Owned product strategy, roadmap development, and backlog prioritization in line with business objectives – Conducted market and competitor research, trend analysis, Customer Development, and A/B testing – Managed product analytics, user engagement, retention, and customer experience initiatives – Worked across KYC, compliance, and product security requirements – Collaborated with Marketing, Sales, and Customer Success to drive product growth and customer value – Built teams and scalable operational processes supporting product development and delivery

In six months, grew from a jun support manager to team leader of a team of 60-120 people. Experience in the role of operational leader of first line support team, including project planning, tasking and coordination with operations and legal teams. Improved the quality of specialist work by 60% in three months, handling document management and reporting. Created a working atmosphere in the team, adapted and trained new employees, and analyzed methods to improve their performance. Organized online educational events for 80+ people, including preparing materials, speakers, and collecting feedback.