About Denitsa
Hi, I’m Deni - a Berlin-based Product Operations Consultant with experience helping teams improve operational processes, optimise workflows, and scale support operations in fast-moving international environments.
My background combines hands-on local operations experience with global operational scaling initiatives at Delivery Hero, where I contributed to building foundational Product Operations Support processes and operational frameworks across multiple verticals and international markets.
Over the years, I’ve worked closely with Product, Engineering, and Operations teams on everything from Jira workflows and escalation management to global rollouts, migrations, automation initiatives, and operational governance.
I particularly enjoy working in complex environments where systems, people, and operations intersect - especially when there’s an opportunity to bring more clarity, scalability, and structure into fast-growing teams.
Areas I typically support:
• Product Operations & workflow optimization
• Jira Service Management & operational tooling
• Escalation management & support operations
• Rollout coordination & operational enablement
• SLA structures, reporting & automation initiatives
• Cross-functional operational projects
I’m also increasingly interested in the future of AI-enabled operations and how smarter workflows can improve both business performance and day-to-day collaboration.
Bulgarian
Native or bilingual
English
Fluent
Can work on-site
Berlin (up to 50km)
Experience
- Delivery Hero SEProduct Operations Specialist – Global Verticals (Central)DIGITAL AND ITFebruary 2022 - Today (4 years and 4 months)Berlin, Germany
- Played a key role in establishing and scaling foundational Product Operations Support processes and operational frameworks for global verticals within Delivery Hero Central, helping shape workflows, escalation structures, support governance, and cross-functional operational practices in a rapidly scaling international environment.
- Designed and optimised Jira Service Management workflows, SLA structures, automation processes, and support operations systems used across global teams, improving operational visibility, incident management, and cross-functional collaboration.
- Coordinated complex platform rollouts, migrations, and operational initiatives across 90+ countries, partnering closely with Product, Engineering, and Regional Operations teams to ensure scalable execution, risk mitigation, and service continuity.
- Drove operational process improvements through automation, reporting, and dashboard initiatives, enabling more data-informed decision making and contributing to improved resolution times, SLA compliance, and operational efficiency.
- Acted as a key operational bridge between technical and business stakeholders, facilitating alignment across product initiatives, escalation management, rollout support, and operational enablement in highly dynamic and ambiguous environments.
- Contributed to knowledge-sharing frameworks, operational documentation, onboarding processes, and scalable support structures to improve team efficiency and long-term operational sustainability.
- Delivery Hero SEProduct Operations Specialist – Shops, Restaurants & Own Stores (Local Operations)DIGITAL AND ITJune 2020 - February 2022 (1 year and 8 months)Berlin, Germany
- Supported operational processes and internal tooling for shops, restaurants, dark stores, and local vendor operations across Bulgaria and Germany.
- Coordinated cross-functional initiatives involving catalog management, onboarding workflows, supply chain operations, and fulfilment processes to improve operational efficiency and service reliability.
- Identified operational bottlenecks and process gaps, collaborating with regional stakeholders and internal teams to improve workflows, vendor experience, and order fulfilment performance.
- Contributed to operational scaling efforts through process optimisation, stakeholder coordination, and continuous improvement initiatives across local market operations.
- Bulgarian-American FoundationProgram & Project Coordination InternPUBLIC SECTORJanuary 2018 - January 2020 (2 years)Sofia, Bulgaria
- Coordinated and supported the execution of European-funded educational and social impact projects from application and proposal stages through operational delivery and stakeholder reporting.
- Worked across cross-sector initiatives involving governmental institutions, NGOs, unions, educational organisations, and international partners, supporting project planning, coordination, and execution throughout the full project lifecycle.
- Collaborated on initiatives connected to European programs and institutional stakeholders, including exposure to policy and public-sector environments through work with an EU Member of Parliament.
- Contributed to stakeholder communication, project documentation, outreach activities, and operational coordination across multiple parallel initiatives.
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Education
- Certified in Software Development Life Cycle (SDLC) Jira Certified (Users, ManagersAdmins)Certified in Software Development Life Cycle (SDLC) Jira Certified (Users, Managers
- Digital Marketing SpecialisationDigital Marketing Specialisation