Product Manager · Project Manager

Yerevan, Armenia · Open to international relocation [email protected] · Telegram: https://t.me/nancysmith

Summary

Product / Project Manager with 6+ years at VK Music, the last two of which leading two teams totaling 14 people. In parallel, led a B2C product from zero to MVP in production in 4 months and built product analytics from scratch for an early-stage stack. Strengths: building processes from the ground up, data-driven decision-making, and operational management. Completed an Applied Data Analytics course (certified), working comfortably with A/B testing frameworks. Also write product long-reads and educational content for users.

Experience

Head of Artist Support & Music Catalog Operations — VK Music

April 2024 — Present · VK · Music streaming platform

• Lead two teams (14 people total) at the intersection of B2B and B2C: a label & artist helpdesk serving premium partners (Believe, SP Digital, Zvonko and direct-contract majors) and a content operations team processing ~2,000 artist profiles and ~5,000 releases per month.
• Drove CSAT from 80% to 90% (now sustained at ~97%) and cut First Reply Time from 3 days to 24 hours — then identified that VIP partner support was running through an unstructured shared inbox. Pushed to migrate it into the standard support interface, cutting partner FRT in half. Also negotiated a 3-day maximum ETA with engineering for any VIP-flagged request.
• Content operations: introduced a metrics system and quarterly quality review where none existed before.
• Act as the product-facing voice of premium label partners: collect and synthesise partner feedback, translate it into Jira issues, and escalate to engineering. One multi-year push resulted in an architectural rethink of how track IDs are handled during catalogue transfers — preserving streaming stats and chart positions across distributors.
• Identified an underperforming team member through the quality review system, handled the offboarding and onboarded a replacement — team productivity grew 20%.
• Write product specs and PRDs, as well as educational long-reads for artists in the VK Music community — guides on promoting their music and managing their profile on the platform.

Product Manager (hired as Project Manager) — Independent contractor

June 2025 — March 2026 · In parallel with VK · Software development

Two products: a mobile app for international markets and a B2C entertainment platform. Team: 1 designer, 2 front-end engineers, 2 back-end engineers, 1 QA. Hired as PM, in practice covering both product and project responsibilities.

• Launched MVP to production in 4 months from zero — built the process end-to-end, set up Jira and team collaboration tooling. The product grew its audience quickly after release.
• Wrote product specs and PRDs, scoped the MVP, ran manual testing, managed stakeholder and sponsor communication.