Pavel Kalyanov — Business / Process Operations Manager

About me

Operations manager: I take a vague business request and carry it through to a working process — with a map, a playbook, named owners, and a dashboard that proves it runs.

I came into operations from customer experience, and that's my edge: I design processes around how they actually break on the ground, not around how they look in a deck — because I used to handle those cases myself. I measure impact in numbers: handling time, operational cost, team autonomy.

Tools: BPMN 2.0, SQL, Yandex DataLens, stakeholder management. Background: support, content teams, onboarding, external communications.

Skills

Process Design

BPMN 2.0 • Process design & optimization • Playbooks & policies • Change management • Stakeholder & cross-functional management • Team onboarding & training

Ops Analytics

SQL • Yandex DataLens • KPI dashboarding • Operational metrics: handling time, Cost per Case, eNPS, CSAT • Excel (advanced) • Python (basic)

Automation & Tools

Jira / Tracker • Confluence / Wiki • Figma (process prototyping) • Telegram Bot API • HTML/CSS/JS • Internal mini-services

Work experience

Reverse chronological order

Yandex

CX Manager — processes and ops management for a content team

Dec 2024 — Present (1 yr 7 mo)

Turned 12 high-level business requests into documented processes with playbooks and named owners → average handling time −35%, internal eNPS +18 points.
Rebuilt onboarding for a team of up to 15 — checklists, training, readiness criteria → new hires reach full productivity 40% faster.
Designed and rolled out 7 playbooks → busywork left manual mode, the team got more autonomous, operational costs went down.
Built KPI dashboards on DataLens + SQL → the team tracks its own metrics, no manual oversight needed.

Yandex

Marketing Specialist (internal transfer)

Jun — Dec 2024 (7 mo)

Standardized external communications across several products: shared templates and rules instead of hand-assembling every time → consistent quality at scale.
Coordinated with engineering and analytics across team boundaries — the translator role between a business request and its execution.

Yandex Food (Delivery Club)

Deputy Team Lead, Customer Support

Feb 2023 — Jun 2024 (1 yr 5 mo)

Implemented improvements to case-handling processes → fewer escalations and repeat contacts, higher First Contact Resolution.
Kept team KPIs consistently above company averages; personal CSAT on complex cases — 4.5, among the top results in the function.
This is where I gathered the raw material I later built processes on: I saw exactly where the system breaks and what it costs.

RANEPA (Presidential Academy)

Head of applicant operations team (internship)

May — Aug 2023 (4 mo)

Designed the operation from scratch: roles, channels, accountability, selection funnel.
In 3 weeks the team processed ~800 contacts and selected 52 people for the program (6.5% conversion).

Education & development

RANEPA (Presidential Academy)

Bachelor's degree, Digital Government, 2022–2026 (completed)

Yandex

Data Science for Managers (2025)

Data Science Immersion (certificate 2025)

Practice outside employment

alongside Yandex, 2023–2026 · 2–4 projects per quarter

For SMB owners I do what I do inside a corporation, except I own the whole chain alone: I take apart how the business works and build its operations — processes, automation, reporting. Flow: clarify the request → lock KPIs → launch → turnkey handover. Here I answer for results with the client's money, which is why the habit of measuring impact isn't something I picked up from decks.

Automation & internal tooling

Telegram bots and mini-services: lead qualification, online booking, FAQ, automated intake — replacing manual handling in chat threads.
Full cycle: Figma prototype → build → launch. Landing pages, interfaces, playbooks.
Designed end-to-end customer journeys and operational chains: first touch → sale → repeat purchase → service. Scripts and SOPs a small team actually adopts.
Outcome: manual work cut, the client keeps a working tool and clear reporting.

Performance marketing & Yandex Direct (Directology)

Structured campaigns (hierarchy, keywords, negatives, landing-page alignment) for 10+ clients.
Average outcome: lead volume up 2.5–4×, ROI 400–650%.
Reporting and mini-dashboards so the client sees the numbers instead of living inside the ad account.

All projects delivered under contract, with documented results and references available on request.