Freelancer profile translated to English.
Back to original languageAbout 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
- BetterwayOperations DirectorSOFTWARE PUBLISHINGMay 2021 - February 2026 (4 years and 9 months)Paris, FranceBETTERWAY — 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
- Iris CapitalVenture Capital AnalystCONSULTING AND AUDITSJanuary 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
- DoctolibSales Strategy AnalystMEDICALJuly 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
Recommendations
FU
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Education
- MSc in EntrepreneurshipEDHEC Business School- BUILDING FINANCIAL STATEMENT & BUSINESS PLAN - INNOVATION MANAGEMENT AND DESIGN THINKING - SITE DEVELOPMENT (LE WAGON CLASSES) - ENTREPRENEURIAL LEADERSHIP AND NEGOTIATION