Volodymyr

VOLODYMYR BURCHYNSKY
CHIEF OPERATING OFFICER | OPERATIONS DIRECTOR | DIRECTOR OF CUSTOMER SUCCESS & SUPPORT
📍 Kyiv, Ukraine | 📞 [відкрити контакти](див. вище в блоці «контактна інформація») | ✉ [відкрити контакти](див. вище в блоці «контактна інформація»)
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EXECUTIVE SUMMARY

Operations executive with 12+ years of experience scaling B2B/B2C tech startups and enterprise software companies, e-commerce
platforms, fintech, FMCG and Pharmaceutical companies. Proven track record of steering cross-functional and remote teams,
optimizing P&L, and driving organizational transformations. Adept at bridging technical product development with customer
success, and turning strategy into measurable results utilizing data-driven SLA/KPI/OKRs to boost top-line revenue, automate
operations, and reduce customer churn across global markets.

CORE COMPETENCIES & KEY SKILLS

STRATEGIC LEADERSHIP & OPERATIONS PROCESS OPTIMIZATION & AUTOMATION
P&L Management, Unit Economics, Cross-functional Operational Efficiency, Agile (Scrum/Kanban), SLA/KPI/OKR
Leadership, Scaling Startups, Foreign Economic Activity, Risk & Design, Change & Transformation Management, Workflow
Compliance Automation, Troubleshooting

CUSTOMER EXPERIENCE & GROWTH TECH STACK & ANALYTICS TOOLS
Customer Retention, Churn Reduction, B2B/B2C Success Jira, Confluence, Zendesk, Intercom, Looker Studio, Tableau,
Strategy, CSAT/NPS Optimization, SLA, Revenue Growth, LTV Metabase, Asana, Pipedrive, ERP (SAP, JD Edwards, 1C),
SalesDrive, KeyCRM

PROFESSIONAL EXPERIENCE

Chief Executive Officer | Automotive E-Commerce Start-up 01/2026 – 06/2026
Strategy, launch, and operations of a specialized digital auto parts e-commerce platform. Concept-to-launch in six months.
• Architected and launched a digital storefront from scratch, driving the company to operational break-even across the first 6
months of operation. Built unit economics and pricing models to hit a target gross margin of 20%
• Optimized supplier network and Company Growth Strategies, increasing the number of daily orders X3 in a highly competitive
market while maintaining an exceptionally fast delivery rate.

Chief Operating Officer | NDA 11/2023 – 12/2025
Directed global operations, improved delivery pipelines, operations and support execution for a high-growth organization.
• Elevated delivery and performance speed by x5 across Design, Support, Product, Marketing and IT infrastructure by
redesigning operations architecture and introducing standardized SLA/KPI performance tracking.
• Monthly Revenue Increased x7 through key bottleneck elimination (data-driven approach, marketing, insufficient staff &
founder bottleneck), vendor negotiations and Global Strategy restructuring.
• Mitigated operational and enhanced compliance frameworks, accelerating release cycles by automated, structured,
measurable systems (SOP, Roadmap, Software Structure and Sequence).

Operations & Customer Success Director | iSpeedtolead 11/2022 – 08/2023
Lead-generation technology company; Built the Customer Success & Operations functions to maximize client acquisition, retention, and
enterprise value.
• Reduced customer churn by 30% and boosted NPS by 20% through a new onboarding, account-management and
customer-acquisition strategy, overhauling the customer journey.
• Defined company strategy and tactical plans, and set up KPI/OKR tracking and internal communication that aligned all teams
around shared targets.

• Automated and simplified core processes, cutting manual workload and improving response and resolution SLAs by X2.
• Built the Operations and Customer Success department from scratch, hiring and coaching a team of 10 people within 2
months

Chief Operating Officer | EasyGet 02/2022 – 10/2022
Logistics-tech product start-up; Led internal and external operations, product development and market expansion.
• Led operations, marketing strategy and product development across all global units and departments, brought the company
to break-even and achieved a profit margin of approximately 20%
• Defined go-to-market plans, budgets and unit-economics targets for each.
• Owned budget planning and unit economics, improving CAC/LTV to 1:1,6 and reducing cost per acquisition by 50%.
• Automated processes and introduced SLA/KPI/OKR tracking, boosting team productivity by 40% while coaching and
developing the leadership bench.

Head of Operations & Technical Care | PaymentOp 07/2021 – 01/2022
Payments and fintech; built operations, technical support and internal communication.
• Built and upgraded operational processes and internal products, reducing average handling time by x3 and error rate by 70%.
• Led change and transformation programs across Dev, Sales, Risk, Legal and Finance, delivering cross-functional initiatives on
schedule.
• Created API documentation and internal and external knowledge bases, deflecting 40% of support tickets and cutting
new-hire ramp-up time by 50%.
• Designed onboarding and training programs and personal development roadmaps for a team, improving retention, NPS and
CSAT to 30%.

Customer Care Team Lead | Wix 10/2020 – 05/2021
Global website-building platform with millions of users; led a customer care team in a matrix organization.
• Mentored a high-performing support squad, managing complex technical escalations, meeting SLA targets and improving user
CSAT scores by 20% during rapid user growth through coaching, transparent feedback and clear goals.
• Resolved high-priority customer escalations and fed insights into global cross-company projects that improved product and
user experience.
• Drove department growth by interviewing and selecting new team members; mentored agents into higher-performance tiers.

Head of Customer Success & Operations | SocialTech (Genesis) 07/2019 – 03/2020
B2B software developer; led support and operations for B2B clients and product teams.
• Led and scaled the support team while implementing Agile (Scrum/Kanban) delivery practices and capacity planning.
• Defined SLA, KPI and OKR frameworks, improving response time by 30% and B2B client satisfaction by 20 pts.
• Built the knowledge base, internal documentation and customer success workflow, improving customers’ knowledge by 30%.
• Aligned Dev, BD and Account Management teams through structured communication and delivery transparency, reducing
escalations by 20%.

Head of Operations & Customer Support | Nimses 06/2017 – 05/2019
B2C & B2B software and app product; built the customer support and operations department from scratch.
• Built customer support operations from scratch, defining the service strategy, philosophy and procedures for B2C and B2B
customers.
• Automated support and operations processes and introduced Jira/Atlassian workflows between support and developers,
cutting bug-resolution time by 60%. Improved internal communications and the structure of all internal processes.
• Launched multi-channel customer communication (email, chat) and a knowledge base from scratch, improving first-response
time by 60% and CSAT to 40%.
• Delivered web-app development projects under a Scrum approach, defining SLAs, KPIs and OKRs that the team consistently
met.

EARLY CAREER HIGHLIGHTS & TRANSITION PROJECTS

KEY TRANSITION & LOGISTICS ROLES (2006 – 2017)
• Project Lead (Order-To-Cash Transition) — Nestle Business Services (01/2017 – 04/2017): Managed global transition workflows
and E2E service delivery optimization.
• Head of Logistics / Operations / Customer Service — Kapsula (08/2016 – 11/2016): Built logistics & warehouse management
from scratch.
• Logistics & Supply Chain Specialist — UPM Raflatac, Alcon Pharmaceuticals, GSK, I.S.P.A. (2006 – 2015): 9+ years managing ERP,
supply chains, warehouse, foreign economic trade, and contract compliance.

EDUCATION & LANGUAGES

Bachelor in Finance — State Academy of Statistics, Account and Audit (Kyiv, Ukraine)2005 – 2009
Graduate Specialist in Dentistry — Medical College of Medical Association (Kyiv, Ukraine)2001 – 2004
Languages: English (Advanced / Professional), Ukrainian (Native), Russian (Native)