Вадим

Head of Operations /Business Development Manager / Customer Success Manager / Head of
Support / Automation Manager / RnD Manager / Product Operations Manager

Vadym Myronov
October 12, 1988
[open contact info](look above in the "contact info" section)
[open contact info](look above in the "contact info" section)
[open contact info](look above in the "contact info" section)

Residence: Cherkasy
Nationality: Ukraine

Full-time, Part-time
Remote, hybrid
Hiring or Freelance (projects).

Operations leader with 10+ years of management experience across FinTech, SaaS, and Telecom. Led
teams of up to 170 employees and recently managed Support and Business Analysis functions with 25
employees supporting 100+ B2B customers across Europe and Asia.
Strong background in scaling operations, building teams and processes from scratch, implementing
KPI/SLA-driven management, and improving cross-functional execution between Business, Product, and
Engineering. Experienced in operational strategy, customer operations, process optimization, automation,
performance management, and business analysis.

Core Areas of Expertise:
- Operations Management & Team Leadership
- Customer Operations & Support Management
- Business Analysis Management
- Operational Strategy & Process Optimization
- SLA / KPI / Performance Management
- Process & AI-driven Automation
- Change Management
- Incident & Escalation Management
- Cross-functional Execution
- Data-driven Decision Making

Professional Achievements:
- Led teams of up to 170 employees and recently managed two operational functions with 25 employees
supporting 100+ B2B customers across Europe and Asia.
- Increased Quality SLA from 20% to 80% and improved employee retention from 8% to 26%.
- Moved a Contact Center from 5th to 2nd place in SLA performance and increased L2 automation from
16% to 65%.
- Delivered product and automation initiatives resulting in +15% operational efficiency, +3% first-payment
success, +7% ARPU for a target customer segment, and 10%+ reduction in non-target calls.
- Built operational frameworks covering SLA/KPI management, onboarding, performance management,
employee development, requirements management, and cross-functional workflows.

Key Skills:
Leadership: Team Management, Team Scaling, Coaching, Performance Management, Change
Management
Operations: Operations Management, Customer Operations, SLA, KPI, Process Optimization, Incident
& Escalation Management
Business Analysis: Requirements Management, User Stories, BPMN, Stakeholder Management
Product & Delivery: Backlog Prioritization, Agile, Scrum, Release Management
Automation: Workflow Automation, CRM, Chatbots, AI Tools, OpenAI API, Dialogflow

Tools & Technologies:Jira, Confluence, Azure DevOps, Miro, Power BI, SQL, Postman, Swagger, CRM
Systems, OpenAI API, Dialogflow, Grafana

Education: Cherkasy State Technological University. Bachelor’s Degree in Radio Engineering
Languages:Ukrainian - Native, Russian - Native, English - Upper-Intermediate (B2)

Hobbies: automotive restoration, electronics prototyping, healthy lifestyle, and bodybuilding.

Work experience:

Delta M - Head of Customer Support and Development (Product IT Company)
November 2025 - September 2026
Led Support and Business Analysis functions with 25 employees, including Team Leads and Technical
Lead, supporting 100+ B2B customers across Europe and Asia. Responsible for customer operations,
SLA/KPI performance, requirements management, service improvement, and cross-functional execution
with Product and Engineering..
Achievement:
- Managed two operational functions: L1 Technical Support and L2 Business Analysis, establishing clear
ownership, escalation, and collaboration workflows.
- Built operational frameworks covering SLA/KPI management, incident resolution, customer escalations,
onboarding, knowledge management, and employee development.
- Established structured workflows between Customers, Support, Business Analysis, Product, and
Engineering for requirements management, prioritization, and delivery.
- Optimized request handling and delivery processes for B2B CRM and telephony products.
- Introduced AI and automation initiatives focused on support quality, workflow efficiency, and knowledge
management.
Responsibilities:
- Managed Support and Business Analysis teams, including Team Leads and Technical Lead.
- Owned SLA/KPI performance, operational metrics, incident and escalation management, and continuous
improvement.
- Managed requirements gathering, business process analysis, user stories, technical specifications, and
acceptance criteria.
- Coordinated customer change requests from analysis and prioritization through implementation and
release validation.
- Managed onboarding, training, knowledge management, performance evaluation, hiring, and employee
development.

Easylinkz, Kyiv. Product Delivery Manager (B2B SaaS Platform)
January 2025 - July 2025
Managed end-to-end product delivery and cross-functional execution for a B2B travel platform.
Achievement:
- Developed the concept and functional vision for a new product direction combining flight and
accommodation services.
- Improved delivery processes through workflow optimization, CI/CD improvements, and system
monitoring.
- Improved product workflows and order management approaches to support future platform scaling..
Responsibilities:
- Combined Product Management, Business Analysis, and Delivery Management responsibilities.
- Coordinated Development, QA, Design, and DevOps across the delivery cycle.
- Translated business requirements into features, user stories, technical tasks, and priorities.
- Managed backlog, sprint activities, testing, release validation, and release documentation.

Product IT Company (under NDA) - Product Manager, Support Automation & Customer Experience
Social Discovery Platform, Support & Internal Products
June 2023 - November 2024
Managed customer experience, support automation, and internal product initiatives across Business,
Support, Product, and Engineering.
Achievement:
- Led 4 AI and automation initiatives from solution evaluation and concept development through
requirements, integration, and implementation.
- Improved NLP ticket classification efficiency by 15%.
- Increased first-payment success by 3% through IVR payment flow redesign.
- Increased ARPU by 7% for a target customer segment.
- Reduced non-target calls by 10%+ through Dialogflow-based IVR automation.
Responsibilities:
- Managed Support Automation and Customer Experience improvement initiatives.
- Collected and transformed business requirements into epics, user stories, acceptance criteria, and
technical specifications.
- Prioritized backlog and coordinated implementation with Engineering.
- Designed business processes, user flows, and interaction scenarios.
- Worked with CRM, ticketing, chatbot, AI, IVR, and communication platforms.

4bill, Kyiv. Head of technical support department (FinTech, remote work), 16 employees
January 2021 - June 2023
Built and managed B2B/B2C technical support operations within a FinTech environment.
Achievement:
- Built two support teams from scratch, including structure, onboarding, training, and operational
processes.
- Designed and implemented 15+ procedures across Support, IT, Anti-Fraud, Conversion, and Operations.
- Introduced automation solutions including Telegram bots and chatbot workflows.
Responsibilities:
- Managed technical support operations, team development, service quality, and process optimization.
- Coordinated integrations and operational communication with banks, payment providers, and external
partners.
- Participated in product development through requirements analysis, technical specifications, user
scenarios, and backlog preparation.
- Supported API integrations and managed internal support systems and process documentation.n..

"Ukrtelecom", Cherkasy. Head of Contact Center (Telecommunications), 170 employees
August 2018 - August 2020
Achievement:
- Improved Contact Center SLA performance from 5th to 2nd place among company contact centers.
- Increased L1 employee retention from 8% to 26% through improvements in motivation, management
practices, and employee engagement.
Responsibilities:
- Managed Contact Center operations with 170 employees, including service quality, performance,
reporting, and resource allocation.
- Developed and optimized motivation systems for in-house and outsourced teams.
- Improved operational procedures, service workflows, and standards.
- Managed operational planning, technical requirements, and budgeting activities.

Reykarts Hotel Management, Cherkasy. Head of the reservation department / Head of the contact
center (hotel and resort business), staff - 20 employees
December 2016 - July 2018
Achievement:
- Increased Quality SLA from 20% to 80%.
- Built an employee internship, onboarding, and training system from scratch.
- Designed IVR scripts and operational algorithms from scratch.
Responsibilities:
- Managed hiring, onboarding, training, performance, and service quality.
- Developed motivation systems, internal procedures, reporting, and operational standards.
- Managed Contact Center telephony and customer communication workflows.

"Kyivstar", Cherkasy. Contact Center Analyst / 2nd Line Support Quality Control Specialist,
(Telecommunications)
July 2012 - December 2016
Achievement:
- Increased L2 automation from 16% to 65%.
- Improved L2 service quality by 8%.
Responsibilities:
- Analyzed L1/L2 Contact Center performance and managed L2 quality control.
- Developed operational procedures, L2 algorithms, and employee control points.
- Improved motivation systems, reporting, and performance analysis.