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

POSITION SPECIFICATIONS

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

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.

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

BENEFITS

A dynamic workplace culture and an innovative environment that values open communication and continuous improvement.
Career development opportunities and professional training programs.
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.
Join a range of engaging company activities, well- being initiatives and team bonding activities.
15 days of annual leave

REQUIREMENTS

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

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Cập nhật gần nhất lúc: 2026-04-04 19:15:03