[District 6] Operations Service Manager (English, eCommerce)

POSITION SPECIFICATIONS

• Position: Operations Service Manager
• Location: 477-479 An Duong Vuong Street, Binh Phu Ward (District 6), Ho Chi Minh City, Vietnam
• Working time: 8:00 am - 5:00 pm, Mon-Fri
• Employment type: Full-time

RESPONSIBILITIES

This role is responsible for a multilingual Customer Service project for a global e-commerce platform, ensuring seamless operations and outstanding customer satisfaction performance.

• Act as the primary point of contact for clients, ensuring clear, effective communication across all project matters.
• Take ownership of end-to-end project operations (workforce, quality, performance, delivery), ensuring alignment with service standards and client satisfaction.
• Manage and continuously improve customer service KPIs (CSAT, SLA, response time, resolution rate).
• Lead, train, and coach the Customer Service team to ensure consistent service quality and excellent customer experience.
• Monitor project timelines, milestones, and deliverables to ensure smooth execution.
• Develop and maintain project documentation, SOPs, and knowledge base.
• Analyze data and prepare reports, insights, and performance reviews for clients.
• Collaborate with internal and external stakeholders to resolve issues, mitigate risks, and drive continuous improvement

BENEFITS

• Competitive salary, 13th-month salary bonus and performance bonus.
• Comprehensive health benefits, covering social insurance with 100% salary, private healthcare, and annual health check-ups.
• 15 days of annual leave
• Career development opportunities and professional training programs.
• Join a range of engaging company activities, well-being initiatives and team bonding activities.
• A dynamic workplace culture and an innovative environment that values open communication and continuous improvement.

REQUIREMENTS

• Bachelor’s degree in Business, Management, or related fields.
• Minimum 3 years of experience in management roles in e-commerce projects (marketplace, platform, or customer service outsourcing projects), preferably handling multilingual support teams.
• Strong understanding of customer service metrics (CSAT, SLA, KPI performance management).
• Excellent English communication skills (both written and spoken), able to work directly with international clients and stakeholders.
• Solid analytical skills with the ability to interpret data and drive improvement actions.
• Strong leadership, problem-solving, and stakeholder management skills.
• Highly proactive, responsible, and capable of managing multiple priorities under pressure.