Product Manager for brand (Tier 3 markets), responsible for growth, monetization, and product performance:

• Owned full product lifecycle for the brand: from hypothesis generation to delivery and post-launch analysis

• Drove product growth through continuous optimization of acquisition, engagement, and monetization funnels

• Improved key product metrics (engagement, deposits, turnover) by implementing new user engagement mechanics and optimizing existing flows

• Identified product bottlenecks through data analysis and translated them into actionable improvements

• Generated and prioritized product hypotheses focused on increasing retention, conversion, and user activity

• Led cross-functional execution with development, BI, CRM, design, marketing, and support teams

• Managed backlog, defined requirements, and ensured timely delivery of product initiatives

• Led incident response and performance stabilization, including root cause analysis and recovery planning

• Contributed to improving product accessibility and infrastructure in restricted markets

• Collaborated with country managers and domain teams to align product strategy across regions

• Ensured compliance with regulatory requirements, payments, and anti-fraud processes

Key Achievements:

• Increased user engagement and average active days through implementation of daily interaction mechanics

• Improved deposit behavior and overall turnover via product-driven engagement initiatives

• Delivered infrastructure-related improvements enabling stable product access in restricted markets

• Led multiple product improvements across the platform, contributing to overall brand performance growth

• Led team operations, focusing on task management and delivery control

• Oversaw task prioritization and ensured timely execution of assignments

• Maintained operational and financial reporting

• Developed and documented internal processes and workflows

• Collaborated with cross-functional teams to align processes and improve efficiency

• Contributed to process optimization and workflow development across departments

• Performed basic functional testing of the product

• Identified and reported bugs with clear reproduction steps

• Maintained simple test documentation (checklists, test cases)

• Logged and tracked defects in the bug tracking system

• Provided customer support via live chat regarding platform features and services

• Assisted users with technical and payment-related issues

• Resolved customer inquiries in a timely and professional manner

• Escalated complex issues to relevant teams when necessary

• Led a team of up to 10 mystery shopping coordinators, overseeing field operations

• Managed hiring, training, and onboarding of coordinators

• Supervised task distribution, performance, and quality of execution across projects

• Prepared analytical reports on team performance and operational results

• Conducted client communication and negotiations to support business development

• Provided consultations on mobile operator products and services for both individual and corporate clients

• Managed contract agreements with B2C and B2B customers • Collected and analyzed customer feedback

• Conducted retail store audits to ensure compliance with operational standards (service quality, merchandising, product availability)

• Identified and reported operational gaps and inconsistencies

• Trained and coached store staff on customer service standards, sales techniques, and product knowledge

• Delivered on-site training sessions and evaluated staff performance

• Supported sales of devices and accessories

• Recruited and onboarded mystery shoppers to meet project needs

• Ensured timely completion of assigned quotas

• Trained shoppers on task execution guidelines and reporting requirements

• Coordinated field activities and monitored task progress

• Handled inbound customer calls, providing support and resolving service-related issues

• Managed complex inquiries from both individual and corporate clients

• Supported onboarding and mentoring of new call center agents

• Consistently met and exceeded key performance indicators (KPIs)

• Collaborated with cross-functional teams to improve service quality and internal processes

Achievements:

• Best Employee of the Year (Performance) – 2013

• Employee of the Month (Performance) – 10 times (2012–2014)