I've
Ten years building customer operations at scale, from Google's enterprise accounts to a global CX function at Otrium to building an AI training platform. Now looking for my next exec challenge.
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I'm an AI trained on Thibaut's career, work, and thinking. Ask me about his experience, leadership approach, or what he's looking for next.
Smart Role
An AI platform I built to solve a problem I lived firsthand. Support teams are drowning in static SOPs while AI moves faster than training can keep up. The simulation engine delivers adaptive, scenario-based practice at scale.
Selected from 200+ applicants for France's most competitive GenAI accelerator program. One of only 10 startups in the cohort.
Vetted and backed by one of Europe's leading startup accelerators, operating out of Station F in Paris.
Ten years at the frontier.
Built an AI training platform from the ground up. Engineered the GTM strategy, owned all operations, and led enterprise deployments across 10+ global brands. Reached 50,000+ completed simulations and €10K MRR. Selected for Microsoft GenAI Studio 2026 and backed by 50Partners at Station F.
Consulted for high-growth scale-ups (Studocu, Fairphone, SeDomicilier) on support operations transformation. Delivered AI-readiness audits and self-service architectures targeting 30% routine traffic deflection. Redesigned CSAT reporting with statistically rigorous methodology, moving leadership beyond vanity metrics. Wound the practice down as Smart Role ramped up.
Built a global support department from 3 to 11 markets with 60+ agents, reducing response times by 86%. Achieved 85%+ CSAT overall and 90%+ on chat, maintaining a 4.5+ Trustpilot rating. Led the company's first BPO outsourcing strategy end-to-end and served as primary interface between Support and Product/Engineering to drive upstream root-cause resolution.
Managed strategic enterprise relationships for Search Ads 360 and Google Marketing Platform. Advised hospitality and travel leaders (ClubMed, Accor, TUI) on optimising search investment and platform adoption across EMEA markets.
Managed real-time operations for 26 product support specialists across Dublin and Wroclaw: skill allocation, live queue monitoring, and volume forecasting. Consistently exceeded targets with an Abandoned Rate below 2%, CSAT above 85%, and 80% of cases resolved within 24 hours. Also resolved 5,000+ complex technical requests for top French advertisers across Google Ads, Analytics, and Tag Manager.
Podcasts & Interviews
CX Architect
on Substack
Dispatches on AI, customer experience, and the future of operational leadership. Written for the operators who are actually shipping transformation, not just talking about it.
Open to my next
exec role in Dublin.
Whether you need a Head of CX, a COO, or an AI operations leader who has actually shipped transformation in production, I would love to connect.