Operations first
I map how the work really moves before changing anything. That keeps solutions practical, adoptable, and grounded in real constraints.
Open to full-time opportunities
I build
the machine
behind growth.
Operations leader with 8+ years across customer, post-sales, partnerships, systems, and team execution. I help growing companies turn momentum into structure, clearer ownership, and operating rhythms that scale well beyond a single function.
Based in France
Remote-friendly
Malcolm
Open to hire
8+ years
Operations leader
Built to scale
What you hire
Post-sales ownership, service quality, team structure, and process design.
- Support and post-sales operations
- Cross-functional team execution
- Systems, workflows, and automation
01 About
Not a short-term fix. A strong in-house hire.
I am not looking to parachute in with advice and leave. I am looking for the right company to join from the inside and help scale customer operations with better systems, sharper ownership, stronger service quality, and healthier execution.
My background sits at the intersection of customer support, post-sales operations, partnerships, and team coordination. I do my best work in fast-moving environments where service quality matters, volume grows quickly, and operations need structure without losing speed.
People and systems together
Process only works when teams understand it, trust it, and see the value. I treat team structure, rituals, and tooling as one operating system.
Built for scale
My focus is not short-term fixes. It is building operations that hold up when customer demand, team size, and cross-functional complexity all increase.
02 Impact
Where I create the most leverage.
The strongest fit is an in-house role where customer operations, service quality, team execution, and process design all need to mature together.
Post-sales and support operations
I structure customer-facing operations end to end: service quality, delivery flow, incident handling, customer satisfaction, and the day-to-day rhythm that keeps teams reliable.
Service quality
CSAT
Incident management
Team structure and performance
I help teams scale with clearer roles, better coordination, and practical frameworks for onboarding, accountability, and continuous improvement.
Team leadership
Role design
Hiring support
Systems, workflows, and automation
I redesign processes, improve handoffs, and choose tools that reduce friction. The goal is simple: more clarity, less manual drag, and operations that can scale cleanly.
Process design
CRM and support tools
Automation
Partnerships and cross-functional alignment
I work well where Sales, Product, Operations, and external partners all need a common operating model. That includes stakeholder alignment, partner management, and execution follow-through.
Partner ops
Stakeholder alignment
Leadership support
04 Role Fit
Open to roles where operations shape the next stage.
I am looking for an in-house role where I can own and improve customer operations, post-sales delivery, support quality, team structure, and cross-functional execution. The best fit is a company that is growing fast enough to feel operational pressure and ambitious enough to fix it properly.
Typical matches include Customer Operations Lead, Post-Sales Lead, Support Operations Manager, Head of Support, CX Operations Manager, or Operations Lead roles in SaaS, tech-enabled services, or product-led organizations.
Customer operations lead
Post-sales lead
Head of support
CX operations manager
Operations lead
Best environments
SaaS, platforms, and service organizations where customer experience depends on strong operations, healthy handoffs, and teams that can scale without losing quality.
What I bring fast
Clear operational diagnosis, practical process improvements, better team coordination, and a stronger bridge between customer-facing teams, product, and leadership.
Contact note
This page intentionally keeps personal contact details off-screen. The easiest way to start a conversation is through LinkedIn.
LinkedIn recommendation
Malcolm brings the kind of operational thinking that helps guide how the organization evolves. He is a real day-to-day asset.