Description

Executive leader with extensive experience in strategic operational planning and management of startups teams within hyper growth and Tech environments. Product first and Customer centric approach, with a strong experience as Product owner and collaboration with strategy and business development teams. Accomplished leader in launching, coordinating and delivering strategic business programs with proven improvements of operational efficiency and profitability.

Languages

French
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Remote
VP operations- payroll & benefits
TECH
August 2021 - March 2023 (1 year and 7 months)
Executive team member, reporting to the company COO. Vertical leader and Product owner for both Payroll and Benefits products. Identification of growth opportunities and strategic planning. Responsible for identifying customer needs, creating business opportunities, analyzing market, competitors, and trends. Leading DevOps teams and defining product backlog.
● Context:
o Joined after Series B
o Growth: from 15 to 100+ team members
● Role:
o Strategy: align the vertical’s objectives with the company’s vision and strategy (OKR planning and goal setting). Define successful metrics and expected outcomes, assign DRIs, track and monitor progress on a recurring basis.
o Product ownership:
o Productization of Global Payroll: from 0 to GTM, including product
development (UI/UX), Ops teams structure to support the new product launch,
marketing, Sales and CX enablement.
o Develop Benefits offering at global scale and collaborate with both Business
and Strategy teams on installing new approaches and additional services.
o People management: responsible to structure the growth and the development of the different departments of the vertical, to optimize operational efficiency and
monitor vertical budget (including headcount and operating expenses). ● Main deliverables
o Global Payroll product launch
o Benefits for contractors
o Build the different departments around key expected outcomes: day to day
operations, Customer support, Business Operations, Knowledge management.
o Supervise the implementation of multiple project frameworks to ensure robust
structure of the vertical growth.
checkout.con
VP operations
TECH
September 2018 - July 2021 (2 years and 10 months)
Responsible for scaling the Customer Operations department and installing a long-term operating model, improving CAC/CLV, ensuring compliance with regulatory and scheme compliance. Active role in supervising and developing Checkout customer lifecycle management product.
● Context
o From Series A to Series C
o From 5 to 50+ team members
● Role:
o Design and install Target Operating Model following a maturity model to align the
Customer Operations department with the company’s OKR.
o Product: supervise and the development of the customer lifecycle management
product. Working on product backlog definition and user acceptance tests.
● Main deliverables
o OpEx reduction: focus on operational efficiency, implementation of tools and standard operational procedures to improve agent efficiency.
o Implementation of data-driven performance: defining teams’ KPIs and measuring agent performance.
o Responsible for customer relationships on key topics: Third Party Agents, Payout solutions, Scheme and Regulatory compliance.