Vasily Starostenko

Head of Product

Revolut

Aug 2021 - Current (4 years)

Global Customer Experience CX. Reported into Founder/CEO. Led and grew Customer Experience department (team of teams) from 30 to 100 people. Hired 100+ people 2021 Dramatically, by 3X+, reduced level of customer complaints per active customer 2022 Launched and executed "Deliver WOW" strategy and approach to customer experience that resulted in broad recognition for high quality and included - specialized support, - 'poor-great-wow' customer ratings with major increase in %wow ratings, - performance evaluation for customer service teams aligned with customer experience 2023 Significantly, by 2X+, improved operational efficiencies, reduced contact rate = chat volume per active customer. Delivered AI interactive help assistant, based o

Product Manager, Driverless Fleet

Waymo

Feb 2019 - Aug 2021 (2 years 7 months)

Reported to CPO. Delivered Driverless Fleet Infrastructure that enabled Waymo to launch first paid autonomous robotaxi in Phoenix Arizona and expand into San Francisco, Los Angeles and more cities. Extensive product suite managing driverless vehicles Led Waymo safety product efforts that resulted in substantially better vehicle operator safety compliance, per mile economics for Waymo and overall better road safety and faster progress towards commercialization. Authored 4 patents on autonomous vehicle safety Defined and delivered electric charging software and infrastructure servicing fleet of hundreds or thousands of vehicles for efficient and safe operation - Mission Operations - Vehicle Management - Vehicle Operator Management - Backe

Senior Manager, Digital Products

Tesla

Jan 2017 - Dec 2018 (2 years)

Led digital products critical for scaling of Model 3 operations, achieved fastest sales growth in company history to date in Q3-Q4 2018 Customer Acquisition Tesla.com website Model S, Model X, Model 3 pages Test Drive Web funnel optimization Digital Order Management: Order to Cash Moving customers through order management steps from deposit to vehicle delivery - Scaling the system to handle Model 3 sales growth by orders of magnitude - Helping Tesla customers full way from placing the order through Tesla delivery - Helping Tesla customers apply for and get approved for financing: loan or lease - Helping Tesla customers easily trade in their vehicle with Tesla purchase - Helping Tesla customers complete the vehicle registration paperwor

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Product Manager

Uber

Jan 2014 - Dec 2017 (4 years)

During my three years at Uber, I solved problems for Drivers: signing up to drive with Uber, taking First Trip, continuing to drive after taking first trip. In 2015, I improved driver journey between Sign Up and First Trip, primarily digital experience on website and in Uber app. In 2016, I focused on Driver Engagement and Retention and shipped plenty of Driver experience improvements In 2017 I switched my focus back to Driver journey between Signup and First Trip, but this time through Customer Support delivered in person, over phone, chat, web as a major customer experience differentiator. Driver Growth Products: - Automatic activation of driver accounts - Simple low friction driver signup - Electronic vehicle registration documen

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Director, Product Management

Reputationcom

Jan 2012 - Dec 2014 (3 years)

I led Consumer Product and reported directly to President/CEO. I turned around and achieved profitability for company's top revenue producing product ReputationDefender I simplified the product line from thousands of custom products to 50 products, and in real time switched the company to new payment system integrated with Salesforce. I combined disjoint consumer products into one integrated product suit and evolved the business to subscription model. I helped Reputation complete and integrate two acquisitions: PaperKarma and MySocialCloud, and to incorporate their products into a unified Reputation product suite In 2013 led turnaround of ReputationDefender, top product with tens of millions in revenue. Results: ReputationDefender pro

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Advisor and Investor

Maximum Impact Product Advisory

Jun 2010 - Current (15 years 2 months)

S = $25,000/year = 2 hours per month M = $50,000/ year = 5 hours per month L = $100,000/year = 10 hours per month Hourly consulting - https://officehours.com/vasily I advise on Product, Growth, and end to end Customer Experience. I help Founders and senior executives grow companies faster by delivering better customer experience: - Founder, Investor: $20M employee equity fund. Fund invested in AirBnB, Lyft, Pinterest, Palantir, Wish and other top unicorns. Currently investing in AI/LLM With a distinguished career marked by pivotal roles at industry-leading companies such as Waymo, Tesla, and Uber, I have established myself as a world-class expert in autonomous vehicles. With a track record of success as a product leader and product mana

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Chief Operating Officer, Co-founder

Lightfish

Jan 2010 - Dec 2012 (3 years)

I co-founded Lightfish with a vision that doing things online should be easy and fast. The problem we face today while browsing the internet is that doing things online is very hard and takes time - which is especially true for repetitive burdensome tasks such as price comparisons, online research, and online shopping. Over these years Lightfish has transformed into ShopSimply and currently allows shoppers to easily purchase things online from multiple vendors via a single shopping cart and makes purchase price minimum possible by applying best discount coupons. I have taken the product through multiple iterations and currently advise the company • Led product management and operations. Managed software development team of 5 in China • Too

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Project Leader, Co-Founder

Digi DTV STAR Co Ltd

Mar 2008 - Sep 2008 (7 months)

I helped start Digi to bring the most essential communication services such as Internet, Telephony, and Television, to the Kingdom of Cambodia. I acted as a CEO and helped establish representative office in Phnom Penh, hire an executive team, as well as secure key licenses for TV, Internet, Telephony and negotiated deals with TV channels • Recruited international management and operations team, established office in Phnom Penh • Organized equipment supply tenders, acquired Internet & TV licenses, established government relations • Negotiated deals for 100+ of TV channels to provide, built market research team

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Teaching Assistant, Corporate Finance

New economic school

Jan 2007 - Feb 2008 (1 year 2 months)

- Tutored Corporate Finance and Mergers and Acquisitions courses in Master of Economics and Master in Finance programs. - Created and graded problem sets and exams, organized optional seminars

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Head of Product, General Manager

HostedSwitch

Jan 2003 - Dec 2008 (6 years)

I joined Hosted Switch out of the university and quickly grew into General Manager role leading the team of 30+ and all company's products. My key accomplishments were establishing Hosted Switch as a leader in IP Telephony traffic Routing, Billing, and Monitoring, as well as launching a popular consumer calling app LunaPhone that sold to hundreds of thousands of consumers via direct to consumer and reseller model. • Defined Hosted Switch as SaaS platform. Transformed company to 100% recurring SaaS revenue • Led product management, marketing, and sales. Supervised entire business operations, team of 30+ • Launched Lunaphone, consumer internet phone app. Sold to 100,000+ consumers in 10+ countries. • Reduced level of online fraud in credit

Vasily Starostenko

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Vasily's behavioral traits
Vasily's likely patterns of behavior, thought, values, and emotion. Based on the HEXACO model, OCP instrument, and Torre’s own research.