Inessa Karapetyan

• Responsible for Foodonclick.com product (online food ordering platform) in UAE, Qatar, Oman, Saudi Arabia, Lebanon;
• Defining product strategy and roadmap in coordination with other departments and company objectives;
• Working with third parties to assess partnerships and customer experience improvement opportunities;
• Providing necessary data to the management by preparing short-term and long-term product performance forecasts, specific adhoc reports and analysis;
• Making sure business requirements are approved, aligned and prioritized and scheduled for development in coherense with business processes;
• Working closely with the IT team to ensure smooth flow of the technical processes and clarity of business requirements;
• Assigning necessary development tasks and issues to the IT team, following up on the process until complete, testing final features, providing revisions before final roll out;
• Monitoring the industry and explore new features, suggesting innovative additions to current product in accordance to market trends & developments;
• Analyzing user behaviour, fall out paths, operational challenges to improve product performance and suggest solutions;
• Inroducing online payment from idea and analysis to full technical implementation;
• Reporting to the CEO;

• Managing operations & content team of online food ordering platform active in UAE, Qatar, Oman, Saudi Arabia, Lebanon, Russia (up to 2012);
• Leading a team of 15 employees (Back office, call center agents, content editors, technical support);
• Planning and organizing recruitment, workshifts for the department in accordance with local peciliarities and company policy, cost structure and highest possible efficiency;
• Providing data analysis for all operational matters, preparing reports for the management on a daily, weekly and monthly basis;
• Conducting performance analysis on regular and case basis, analyzing operational KPIs, working towards their improvement;
• Conducting research and suggesting new features to might improve call center and content departments’ performance;
• Preparing and conducting professional training for agents and editors on general operational matters as well as customized software used;
• Working with the IT team on developing new features for the software used to improve operational performance;
• Reporting to the CEO;