florian guerrier
Part-Time COO | Ops advisor | Executive Coaching
Salary / Daily rate
Paris, France
Freelance
Can come onsite
Skills
Languages
About me
Intro
Business & client Operations expert with 15 years in start-up and scale-up environments, former COO of MANGOPAY. Proven success in scaling high-performing teams, optimizing processes, and managing complex projects across 8 countries. I deliver strategic execution through OKRs, process optimization, and team development, helping tech companies structure operations efficiently while maintaining growth momentum.
Work experience
Fractional COO | Ops advisor | Coach
ClientOps.
Apr 2023 - Present
3 years 7 months
Paris, France
Operating partner, fractional COO & Coach. Take advantage of a top expertise to get solid Ops, efficient teams and a company that scales. In a managing, co-piloting or fully hands-on mode on structuring Ops excellence, Customer Success & support, onboarding.
MANGOPAY.com
Jan 2013 - Jul 2023
10 years 7 months
Paris, France
COO
Jan 2019 - Jul 2023
4 years 7 months
Paris, France
Leading the company's transformation towards greater efficiency and cost-effectiveness, guided by three tenets: 1) maximizing efficiency and human resource management, 2) providing timely and high-quality service to clients, and 3) mitigating business operation risks. Leading a team of +70 people: • PMO. A lean Project Management Office increasing business velocity and agility, controlling capacity, efforts and budgets in strategic projects. • Business Operations Management. Optimizing client acquisition and CRM; business internal processes; and analytical capabilities. • Customer Service Management. Supporting clients; controlling quality and level of service; and managing Incidents. • Knowledge and L&D. Spreading the company's culture; maintaining a clear and strong written culture; and providing tools and processes to grow team knowledge and performance.
VP Operations
Jan 2017 - Jan 2019
2 years 1 month
Région de Paris, France
• Excustive and Operating Committees member. • Decision-making tools (Budget, quality, NPS, C-sat, and other performance metrics) • Transversal strategic roadmap coordinator (Product, IT, Marketing, Offer, processes) • Cross-functional and business process optimization • Transverse management role • Teams: CS, externalized level 1 Customer Support, Business Operations, PMO
Head of Customer Service
Jan 2015 - Jan 2017
2 years 1 month
Paris, France
Creating and growing an international team of CSM and customer support agents. Training, coaching and designing processes & excellence frameworks. Contributing on product evolution schedules, customer and market focused.
Senior Lead Customer Success
Jan 2013 - Jan 2015
2 years 1 month
Paris, France
• Pre-sales and Onboarding • Pivot role between clients and product delivery • Collecting and gathering clients needs and claims • Manage a team of Technical Account Managers / Customer success
Member
Business Operations Network
Oct 2020 - Jul 2023
2 years 10 months
Business Operations Network est le réseau de référence des équipes Business Ops en France.
Leetchi.com
Oct 2010 - Mar 2013
2 years 6 months
Product Manager Leetchi.com
Feb 2011 - Mar 2013
2 years 2 months
• Be the technical reference on pre-sales meetings to increase the number of Leetchi's partners • Be the technical and product reference on merchant integration
Owner of Bankiwi.com (intrapreneurial project)
Oct 2010 - Jan 2013
2 years 4 months
Paris, France
• Create a brand new website within a LEETCHI Group; • Recruit developers and designers to launch a prototype; • Sign commercial partnerships with online merchants to spent piggy banks with; • Launch marketing campaigns to go get customers.
Web & CRM Project Manager
Sony Ericsson
Jul 2009 - Jan 2010
7 months
Education
HEC Paris
2024 - 2025
1 year 1 month
IIM Digital School
Project Management Office - Web/Tech
2006 - 2011
5 years 1 month