Head of Business Process Development Team

Head of Business Process Development Team

We are looking for a leader who will help optimize key business processes within one of Yandex's largest business units. You will work with large-scale processes affecting thousands of employees and implement changes that will significantly impact business results.

What tasks await you

Improving sales process efficiency (OPS Excellence / Sales Enablement) You will conduct diagnostics of processes for sales managers across all segments — from small businesses to large corporations. You will need to build a customer journey map for sales employees in these segments, define the target state of processes, identify deviations from the plan, and formulate initiatives to address them.

Business process optimization and automation Yandex creates unique digital and technological solutions. You will lead the development of a target vision for how processes should work, how to automate them, and where to wisely apply AI. It is necessary to coordinate development teams and sales technical support teams during the implementation of automation solutions.

Improving sales quality using AI The higher the quality of customer interaction, the more successful deals. You will need to understand how to improve or change the sales quality control system. You will need to analyze the interaction between sales managers and customers, and then develop and test a solution for automatically analyzing 100% of customer communications using AI. The main task is to create an industrial-grade solution for developing sales quality using AI.

We expect that you

• Have more than five years of experience in process development, managing projects or a product
• Have implemented large-scale operational changes in large companies (worked on projects covering 100+ FTE and billion-dollar budgets)
• Have managed a team of 10–20 specialists (non-mass staff) and managed its productivity
• Know how to build a management framework (KPI/OKR, regular meetings, dashboards, performance control, quality audit)
• Work with metrics (funnel, conversion, SLA/OLA, AHT, FCR, contact quality, etc.) and can conduct quantitative and qualitative process assessments
• Possess analytical thinking, are able to structure information and quickly convert problems into hypotheses
• Understand how corporate processes are structured (CRM, ERP and billing, DWH and data marts, BI, telephony and contact platforms, Service Desk and ticketing)
• Have experience automating and digitizing processes together with an IT team (formulating requirements, conducting discovery, describing AS-IS and TO-BE, prioritizing backlog, launching pilots and production pipelines)
• Actively apply AI and ML in your work, have implemented Speech/Text Analytics or LLM (e.g., speech-to-text, NLP classification, LLM scoring of dialogues, auto-QA, next best action, call summarization)
• Are able to establish effective communication with dozens of stakeholders, negotiate, unite colleagues around common goals, and work under ambiguous conditions

Will be a plus

• Have worked with sales processes, B2B, and digital products and services
• Are familiar with MLOps or LLMOps principles at a leadership level
• Have a basic understanding of APIs and integrations, events, queues, access rights, and logging
• Understand information security and compliance issues (personal data, record storage, access, masking, legal grounds, etc.)
• Have worked with Yandex Advertising products