Description

Product & Operations Manager with 8+ years of experience across Product Operations Customer Experience and Client Delivery in fast-paced environments

I help companies build and scale digital products and operational systems by combining product thinking operational excellence and customer-centric execution

My experience spans Product Management Product Operations Operations Management and Customer Support working at the intersection of business users and execution teams to improve performance structure processes and drive impact

I have led initiatives across product delivery roadmap execution backlog prioritization customer support optimization operational scaling and data-driven decision making in startups and marketplaces

Key achievements

• Led New Supply Operations at Bolt managing €1M+ budget and scaling driver supply to 12000+ drivers including city launch referral systems and conversion

• Owned roadmap backlog and delivery at Urb-it including AI tools APIs and operational platforms

• Built Customer Support at Castalie implementing Aircall improving KPIs reducing response time and improving CX through process optimization

• Managed B2B accounts at Studapart improving adoption and retention through account management

• Led conference operations at WHO’S NEXT WSN managing high-profile speakers Twitter France Karl Lagerfeld and execution

• Delivered project execution at BBCM translating business needs into operational plans

Core expertise

Product Management Product Operations Operations Management Customer Support Customer Experience CX Product Delivery Roadmap Backlog Agile Process Optimization KPI Tracking Data Analysis Stakeholder Management CRM Growth Operations

Positioning

I operate at the intersection of Product Operations and Customer Experience helping companies scale efficiently and improve systems through data-driven execution

Available for Product Manager Operations Manager and Customer Support Manager roles

Industry field of expertise

Languages

English
Native or bilingual
Arabic
Native or bilingual
Spanish
Basic
French
Native or bilingual
Japanese
Basic

Workplace preferences

Can work on-site

Paris (up to 10km)

Urb-it
Product Manager
LOGISTICS AND SUPPLY CHAIN
January 2021 - January 2024 (3 years)
Paris, France
Responsible for the strategy, roadmap and delivery of multiple internal and customer-facing products supporting operations, logistics and customer experience.

Key responsibilities
Owned the product roadmap, backlog prioritization and delivery across multiple digital products.
Managed the development of AI-powered tools, API integrations, customer portals and internal operational platforms.
Partnered with engineering, operations and business teams to translate operational needs into scalable product solutions.
Led product discovery, requirements gathering and feature prioritization using data and user feedback.
Coordinated cross-functional teams throughout the product lifecycle, from discovery to release.
Worked closely with developers, QA and stakeholders to ensure timely delivery.
Drove continuous product improvements through KPI monitoring and user insights.
Key achievements
Built an AI-powered route optimization solution for cargo-bike deliveries.
Delivered multiple internal operational platforms used daily by warehouse and operations teams.
Developed customer-facing products improving the delivery experience.
Improved operational efficiency through automation and product optimization.
Product management product owner Product development Feasibility study Project Management
Urbit
Operations Analyst
LOGISTICS AND SUPPLY CHAIN
January 2020 - February 2021 (1 year and 2 months)
Paris, France
Led operational excellence initiatives, process optimization and digital transformation across multiple countries while acting as the bridge between operations and product teams.

Key responsibilities
Analysed operational performance and identified process improvement opportunities using operational KPIs.
Designed new workflows to improve logistics, warehouse operations and courier performance.
Led the rollout of operational processes across France, the UK and Spain.
Launched new operational hubs in Bristol, Manchester and London.
Built and improved internal operational procedures to support business growth.
Implemented operational and customer support tools including Zendesk, Aircall, HubSpot, Intercom and When I Work.
Built the Internal Hub Portal used by warehouse teams to manage DHL parcels, courier rounds and operational workflows.
Managed freelancer payment operations and operational reporting.
Collaborated with Product and Engineering teams to define requirements for internal tools.
Supported Customer Support and Operations teams by improving workflows, automation and reporting.
Key achievements
Successfully launched three operational hubs in the UK.
Standardized operational processes across three countries.
Implemented multiple SaaS platforms supporting Operations and Customer Support.
Built scalable internal processes later transformed into digital products.
Created the operational foundations that enabled the transition into Product Management.
Business analysis Analyse de données Supply chain Optimisation Off-Page Gestion de projet
Bolt
Operation specialist
TRANSPORTATION
June 2018 - June 2019 (1 year)
Paris, France
Led New Supply Operations for driver acquisition and activation, managing a €1M annual budget and a team of 5 people, supporting a fleet of 12,000+ drivers on the platform.

Responsible for scaling driver supply growth, improving activation rates, and optimizing acquisition channels across multiple markets, including the successful launch of the Lyon city expansion.

Designed and implemented data-driven acquisition and conversion strategies based on weekly behavioral analysis of new drivers, directly improving onboarding performance and engagement.

Launched and scaled a Driver-to-Driver referral program (peer acquisition system) to increase organic driver growth and reduce acquisition costs.

Owned and led “5 Stars” and NPS improvement initiatives, identifying key drivers of service quality issues and implementing operational and product improvements to enhance customer experience and platform reliability.

Built and managed a Customer Support team of 10 agents, including hiring, training, performance management, and process optimization to improve response time and service quality.
Analyse de données Service client Marketing Management d'équipe Operations Management