Head of Operations
Share
Job Location:
Monthly Salary:
Experience Required:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
ACG3259JOB
Our client is a technology services cooperation in Vietnam seeking experienced professionals to join their firm.
Customer Implementation & Production Enablement
Lead the team responsible for bringing new customers into the organization developing and validating scalable workflow designs that support consistent high-quality delivery.
Partner closely with Sales to translate customer commitments into clear technical and operational requirements for production and supporting functions enabling rapid onboarding and timely revenue recognition.
Oversee the integration of new workflows and technical solutions into the production environment ensuring smooth deployment with minimal disruption.
Ensure every new customer transitions successfully from onboarding to ongoing service within established timelinesmeeting all service commitments within the first 90 days.
Continuously refine operational processes to improve throughput times output quality and overall cost efficiency.
Service Delivery & Operational Support Management
Direct the Operational Support teams ensuring all incoming materials or data assets are categorized and processed with accuracy and alignment to customer expectations and SLAs.
Provide expert guidance to Customer Success in evaluating and adjusting customer specifications enabling efficient and optimized operational handling.
Serve as the primary escalation point for customer-related operational issues ensuring rapid issue resolution and clear communication.
Manage and monitor the ticketing process to guarantee consistent SLA adherence across all request types.
Review recurring issues and operational patterns to identify root causes implementing structural improvements that reduce ticket volume and friction over time.
Quality Governance & Continuous Improvement
Lead the Quality Assurance function and champion an organization-wide mindset of continuous improvement and operational excellence.
Establish and maintain quality standards policies and operating procedures ensuring they are embedded into the daily practices of all relevant teams.
Regularly evaluate and update quality frameworks and workflows to stay aligned with evolving market expectations customer needs and compliance requirements.
Minimize rework and operational waste by building a culture that prioritizes first-time-right execution and efficient resource utilization.
Convert QA findings into actionable initiatives including training programs process enhancements and updates to operational standards.
Act as the internal advocate for the customer ensuring every deliverable meets or exceeds expectations.
Leadership Coaching & Organizational Development
Manage and develop a department of roughly 30 team members across three specialized groups providing mentorship coaching and performance oversight.
Promote a unified collaborative culture that bridges customer-facing teams and internal production functions.
Define clear KPIs growth plans and accountability mechanisms for leaders and individual contributors reinforcing a data-driven and customer-centric approach to work.
Performance Analytics Reporting & Process Excellence
Define and track critical operational metrics such as onboarding cycle time revenue recognition progress error and rejection rates sorting accuracy team productivity and SLA performance.
Identify and drive automation opportunities and process improvements across the full customer lifecycle from initial data ingestion to final delivery.
Work with the data and analytics teams to design and maintain real-time dashboards that offer transparent visibility into operational performance for stakeholders at all levels.
Requirements
A minimum of 8 years of experience in production operations quality management or related fields including 35 years in a senior leadership capacity overseeing multiple teams or functional groups.
Demonstrated background in service delivery operational execution or customer success ideally gained within high-volume fast-paced production environments.
Strong leadership presence with the ability to motivate coach and align cross-functional teamsboth technical and customer-facingwhile operating under demanding timelines or pressure.
Proven track record in project and program management capable of steering concurrent customer onboarding initiatives and internal optimization projects.
Highly analytical and structured thinker with the ability to interpret operational data (e.g. quality metrics throughput performance SLA adherence) to drive informed decisions and continuous improvement.
Excellent communication and stakeholder management skills including experience handling escalations and converting customer expectations into actionable technical or operational requirements.
Proficiency with modern operational collaboration and workflow platforms such as CRM systems project management tools ticketing suites and reporting/BI technologies (e.g. Power BI Tableau).
Prior exposure to BPO digital content operations e-commerce fulfillment media processing or similar production-driven industries is highly advantageous.
Professional certifications in Lean Six Sigma or project management (e.g. PMP) are considered a strong asset.
Contact: Hieu Nguyen
Due to the immense number of applications only shortlisted candidates will be contacted.
Company Industry
IT Services and IT Consulting
