Pavel Kalyanov

Operations Manager

Processes · data analytics · team leadership

3.5 years at Yandex — from support to leading a team of up to 15 people.

Moscow · office, hybrid or remote · open to business trips

  • I take a vague task — “it’s slow and no one owns it” — and turn it into a process that runs without me: a map, a playbook, clear owners, a dashboard.
  • I measure results in hours and money, not in words.
  • Every day I keep the metrics under control: SQL, DataLens, reporting.
Message on Telegram

+7 (985) 313-67-73 · fasolka2304@yandex.ru · t.me/FA_solka2304 · vk.com/fasolka2304 · career.habr.com/fasolka233

01

About me

Operations manager. Over 3.5 years at Yandex I moved from customer support to running the operational processes of an editorial team. I own processes, day-to-day metric control and reporting.

I came into operations from support — and it still helps. I build processes not “the way it should be in theory”, but around where they actually break: I handled those hard tickets myself and saw the cost of every failure.

I work by one principle: first we agree what counts as a result in numbers, then we build.

02

What I do

Data & reporting

SQL (complex queries, joins, aggregates, window functions) · Yandex DataLens (dashboards, metric control) · Excel and Google Sheets (pivot tables, VLOOKUP, data cleaning) · Python (basic — scripts, exports)

Processes & analytics

Process description and design · playbooks and instructions · BPMN 2.0 · bottleneck analysis · metrics: customer score (CSAT), response time (SLA), first-contact resolution (FCR), engagement (eNPS) · A/B tests · regular reporting

Team & communications

Leading a team of up to 15 · onboarding and mentoring · workload distribution · working with adjacent teams · email and push campaigns, segmentation, contact policy

Jira Yandex Tracker Confluence Figma reading & editing JSON API testing basic LLM & RAG for routine automation
03

Work experience

Operations Manager

Yandex · processes and operations of a content team

December 2024 — present · 1 year 7 months

  • Run operations for a team of up to 15 — about 150 tasks a week of varying complexity (tickets, knowledge base, automation, projects): planning workload, assigning tasks, onboarding newcomers, daily result control.
  • Built dashboards on SQL and DataLens — the team tracks quality, speed and volume on its own, no manual exports. Freed up about 4 hours a week for my manager on metric calculations; the monthly and quarterly review got 2–3 working days faster.
  • Described processes for handling a large task flow: playbooks, instructions, templates. Work became more transparent, team engagement (eNPS) grew from 3.8 to 4.8 in a year.
  • Prepare regular reporting for stakeholders and turn their requests into concrete, measurable tasks. Work together with product and analytics teams.

Marketing Specialist

Yandex · CRM campaigns, Yandex 360

June — December 2024 · 7 months

  • Set up, tested and launched email and push campaigns to an audience of 1.5M+ users: campaign build, layout and link checks, test sends, launch to live segments.
  • Consolidated external communications for several products into shared templates — about 140 communications assembled in 5 working days, quality no longer depended on the person doing it.
  • Tracked the funnel: delivered → opened → clicked; investigated deviations and adjusted the next campaigns.
  • Set tasks for development, QA and analytics, and verified the result.

Customer Support Specialist

Yandex Eda / Delivery Club

February 2023 — July 2024 · 1 year 6 months

  • Handled hard tickets under heavy load: customer score 4.5 out of 5, consistently above the company average.
  • Stood in for the team lead: coordinated shifts, resolved difficult cases, kept response times in check.
  • Found bottlenecks in processes and rolled out improvements — repeat contacts and escalations went down, first-contact resolution went up.
  • Put the knowledge base and instructions in order, which later fed the reply templates. Here I gathered the field data I later built processes on.

Admissions Selection Team Lead

RANEPA (Presidential Academy) · internship, alongside my job

May — August 2023 · 4 months

  • Built the selection funnel and processes from scratch: outreach, invitations, assessment, support, roles within the team.
  • In 3 weeks the team processed about 800 candidates and selected 52 people for the program (conversion ~6.5%).
04

External projects

Worked with small and mid-sized businesses. Helped them assemble their operations: processes, automation, reporting. Also built and set up IT infrastructure.

Automation & internal tools
  • Telegram bots and mini-services (lead qualification, online booking, FAQ answers, request intake) — instead of manual handling in chat.
  • Full cycle: prototype in Figma → build → launch. Landing pages, interfaces, instructions.
  • Designed the end-to-end customer journey and playbooks that a small team can actually adopt.
  • Design and development of websites, apps, PWA services and the like.
Paid search & analytics
  • Structured Yandex Direct campaigns for several clients: hierarchy, keywords, negative keywords, links to landing pages.
  • Built reporting and mini-dashboards so the client sees the numbers instead of living in the ad account.
05

Education & development

RANEPA (Presidential Academy)

“Public and Municipal Administration”, “Digital Government” track, Bachelor’s degree.

Yandex, professional development

“Data Science for Managers”, 2025.

  • Russian — native. English — B2, I read technical documentation.
  • Reference: team lead, Yandex (on request).