Teamlead Operations/Project manager

• Managed end-to-end development of a B2B SaaS platform for CPA networks, casino operators and brokers, including a full-scale core system and internal automation tools. • Built and coordinated cross-functional teams across development, design, QA, and operations (up to 20 team members). • Established team onboarding processes, coordinated hiring activities, and implemented performance tracking. • Designed and optimized delivery processes using Agile/Scrum practices: continuous development, monthly release cycles, and predictable release cadence with business-value-driven prioritization. • Coordinated technical and business workflows between IT, marketing, and sales teams, ensuring cross-department alignment and on-time delivery. • Defined requirements for role-based analytical dashboards for multiple user types. Designed and refined business logic for commission models (CPA, RevShare, Hybrid, Flat Fee). Defined key metrics and KPIs for analytics dashboards (FTD, LTV, ROI, conversion rates). • Led L2 Customer Support across live chat, ticketing, and email, maintaining short resolution times and consistent quality. • Built and refined support workflows, tracked SLA performance, configured chatbot flows, and tightened up day-to-day operations across all support channels. • Decreased errors in dashboards and financial analytics by approximately 30%. • Reduced the number of clarification requests from platform users by approximately 25%. • Cut rework cycles between business and development teams by approximately 20%.

• Led and managed two departments: a delivery team of 12+ specialists and a multi-level L1/L2/L3 support team of 10+, overseeing hiring, onboarding, training, and shift planning to ensure end-to-end project delivery and 24/7 operational stability. • Established repeatable release cycles, reducing delivery timelines from 3 weeks to 2 weeks, which increased on-time project delivery and improved team productivity by 30%. • Coordinated integration of third-party systems (payment providers, tracking platforms, VoIP), expanding platform functionality and capabilities. • Implemented structured resource planning, KPIs, and assembly-line style workflows, ensuring stable release flow and minimizing critical incidents. • Served as the key liaison between business vision (CEO) and technical execution, translating ideas into delivery plans with measurable results. • Optimized operational workflows across a ticket system, email, and messaging apps by implementing omnichannel processes, checkpoints, and managed queues, resulting in efficient resource allocation and reduced critical delays. • Implemented BI reporting (KPI, ticket volume, incident root causes) for stakeholders, increasing process transparency and reducing repeat inquiries by 30%. • Designed and deployed cross-functional processes between Support, Product, Engineering, and Operations, which decreased ticket backlog by 40% and accelerated resolution of critical requests. • Implemented chatbots and automation for routine requests, reducing team workload and enabling up to 95% first-resolution SLA compliance for automated requests. • Developed operational standards and documentation, including SLA definitions, end-to-end workflows, client guides, video tutorials, and post-release testing checklists, improving service stability and overall customer experience.

• Led a cross-functional development team of 10+ specialists (backend, frontend, QA, and analysts), ensuring effective planning, prioritization, and delivery control. • Organized and facilitated Agile ceremonies: daily stand-ups, sprint planning, backlog grooming, retrospectives, while monitoring deadlines and team workload. • Managed the full delivery cycle from requirements gathering and analysis to release and production deployment. • Oversaw resolution of critical defects (hotfixes) and participated in deployment and release decision-making. • Configured and administered Jira workspaces according to team workflows and business needs. • Coordinated collaboration with internal and external teams (affiliate, media buying, SMM, finance, DevOps, and other development teams) to ensure aligned product delivery. • Reviewed business requirements, technical, and QA documentation, and consulted the team on feature implementation and system integrations (payment providers, CPA tracking, external services). • Built transparent development processes (planning → testing → release), reducing time-to-market and lowering operational workload for the team.