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Paul MalaPM

Paul Mala

Ops Consultant | Customer Service, AI, Automation, Scale

€400/day
1 project
Paris, FR
3-7 years

Average response time: 1 hour

Freelancer profile translated to English.
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About Paul

Ex-Operations Director at Betterway (5 years, from early startup to scale-up, managing up to 15 people), I now help companies structure, optimize, and scale their operations with a focus on results.

My expertise covers:
- Structuring and scaling customer service operations;
- Integrating AI tools to automate and improve the customer experience;
- Managing cross-functional projects (ops, product, business);
- Optimizing processes to reduce costs and improve quality;
- Managing and developing teams.

I favor concrete, quickly deployable, and measurable solutions.

I am launching as a freelancer, which is why I have few Malt recommendations so far. However, I invite you to consult my LinkedIn profile and the recommendations left by my former colleagues: founders, peers, and direct reports.

Some metrics from my last experience:
- Quality recruitment and management (team turnover < 10% per year)
- Ambitious KPIs (CSAT B2C = 87% - B2B = 93% / Annual churn rate < 15% / Incident rate < 2% / Response time to a ticket B2C < 15 min - B2B < 24h etc.)
- Automation and artificial intelligence (90% of customer documents checked by AI, 60% of customer requests handled by AI Chatbot with a CSAT of 87% etc.)
- Implementation of large-scale projects (Example: redesign of the incident reporting process)
- Management and piloting of Major Account client deployments (Ex: 2024: BNP Paribas deployment / scaling from 50k users to 100k+ users in a few months)
- Cost control and operational efficiency (2025: 20% reduction in Ops team costs despite 50% growth)

I would be delighted to work with you on your Ops & Strategy projects! Looking forward to it!
  • French

    Native or bilingual

  • English

    Fluent

  • Spanish

    Fluent

Can work on-site
Paris (up to 50km), Paris (up to 10km), Lille (up to 10km)

Experience

  • Betterway
    Operations Director
    SOFTWARE PUBLISHING
    May 2021 - February 2026 (4 years and 9 months)
    Paris, France
    BETTERWAY — Operations Director, Paris, France
    (Ops Director 2024 | Team Lead Ops 2022–2024 | Ops Manager 2021–2022)

    - Piloted and managed a team of 15 people across 4 poles: B2C customer service, CSM, communication & user journey, operational excellence
    - Member of the executive committee: participated in defining strategy, business plan, and key HR decisions
    - Structured and scaled customer service with the implementation of robust processes and performance indicators
    - Deployed an AI solution in customer service, automating 60% of requests with an 87% satisfaction rate
    - Implemented automation and process optimization tools: -30% operational costs and incidents reduced by 3 in 2025
    - Managed cross-functional strategic projects (ops, product, business) to improve overall company performance
    - Contributed to key tenders and supported sales teams during growth phases
    - Continuously improved customer journeys and operations to increase service quality and retention
    Operational Excellence Team Management Customer Service Optimization Business Strategy AI Chatbot
  • Iris Capital
    Venture Capital Analyst
    CONSULTING AND AUDITS
    January 2020 - July 2020 (6 months)
    Paris, France
    - Business Plan and Business Model Analysis
    - Analyzed 15-20 pitch decks per week with feedback to entrepreneurs
    - Responsible for market analysis and competitive landscape studies
    - Conducted 100 meetings with entrepreneurs from early-stage startups
    - Mentoring sessions with entrepreneurs
  • Doctolib
    Sales Strategy Analyst
    MEDICAL
    July 2019 - December 2019 (6 months)
    Paris, France
    - In-depth analysis of sales results to improve the efficiency of 350 Sales in France and Germany
    - Participation in Business Plan construction
    - Created technical specifications for Data teams to develop sales performance dashboards

Reviews

5.0

Out of 1 rating

N

Nicolas

KB GROUPE

Reviewed on 2/5/2021

Mission accomplished! Paul is a highly skilled professional and a proactive problem-solver. The Business Plan created allows us to play with hypotheses and is very clear to understand. It is therefore perfect and functional. Paul is very pedagogical, provides relevant advice, understands the challenges, and quickly offers solutions. Always available, Paul adapts to all situations. We were very pleased with the work accomplished and highly recommend him!

Recommendations

FU
Shanti DelaporteSD
Former user and 1 other person have recommended Paul

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Education

  • MSc in Entrepreneurship
    EDHEC Business School
    - BUILDING FINANCIAL STATEMENT & BUSINESS PLAN - INNOVATION MANAGEMENT AND DESIGN THINKING - SITE DEVELOPMENT (LE WAGON CLASSES) - ENTREPRENEURIAL LEADERSHIP AND NEGOTIATION

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