Product Operations Specialist Sophia

Ho Chi Minh City - Vietnam

Monthly Salary: Not Disclosed

Posted on: 9 hours ago

Vacancies: 1 Vacancy

Job Summary

Trusting Socialis an AI Fintech pioneer thats revolutionizing credit access in emerging markets. Our mission isAdvancing AI to Meet the Financial Needs of Everyday Consumers with assessed over 1 billion consumers across four countries and were on a mission to provide 100 million credit lines using the power of AI and Big Data.

We are hiring a Product Operations Specialist to run and continuously improve Sophia a virtual AI-driven sales agent that operates outbound and inbound sales conversations at scale. This role is accountable for day-to-day operational reliability data accuracy and performance monitoringand for driving improvements in contact rate and conversion through structured execution and cross-functional coordination. You will partner with Product Data Science Engineering and Voice/Telephony teams to keep production healthy and to deliver measurable improvements.

Why It Matters

Sophia is one of the first high-performing GenAI agents deployed in banking services operating in a real regulated environment where reliability and customer experience are non-negotiable. This role sits at the center of scaling that impact: keeping production stable ensuring data is trusted and turning operational signals into measurable improvements in contact rate and conversion.

Youll work in a team culture that supports growth experimentation and shipping - with the mandate to test new ideas quickly learn from results and push Sophia to a new performance baseline.

What Youll Do

1. Production Operations & Incident Response

Execute daily calling operations (batch setup monitoring during calling hours issue triage and resolution).
Monitor system stability and capacity to ensure reliable performance during peak periods.
Maintain and update blacklists in line with internal policies and regulatory requirements.

2. Issue Management & Release Readiness

Identify system and operational issues; log bugs with clear reproduction steps impact assessment and prioritization.
Coordinate with Data Science and Engineering to drive issues to resolution; validate fixes in production.
Support release follow-ups regression checks and operational readiness for deployments.

3. Data Integrity & Reconciliation

Reconcile call data campaign results and reporting outputs to ensure accuracy and consistency.
Investigate discrepancies and partner with relevant teams to identify root causes and corrective actions.

4. Performance Monitoring & Continuous Improvement

Monitor key funnel metrics and call outcome distributions on a daily/weekly cadence.
Analyze trends and drop-off points across the calling funnel.
Recommend operational or product-level improvements to improve contact rate conversion and efficiency.

5. Calling Strategy Support

Support iteration of calling strategies (segmentation scheduling routing batch logic).
Translate business objectives into operating plans and measurable performance indicators.

6. Feature Execution Support

Support feature development by gathering requirements writing specifications/user stories and coordinating UAT.
Validate impact using metrics/experiment results; support rollout and post-launch monitoring.

What Were Looking For

25 years in product operations product execution business operations or similar roles in a tech-enabled environment.
Strong analytical skills (funnel analysis reconciliation metrics monitoring).
Experience working with technical teams (Engineering Data/DS) to resolve issues and deliver improvements.
Ability to manage day-to-day operational pressure while maintaining structured and data-driven execution.
Strong ownership mindset problem-solving ability and clear communication skills.
Experience writing product requirements and supporting end-to-end feature rollout.

Preferred Qualifications

Experience with AI-powered products automation or large-scale outbound systems.
Experience in fintech/banking or regulated environments.
Familiarity with voice platforms CRM systems or campaign management tools.

What We Offer

Join our vibrant team and enjoy:

Competitive compensation package including 13th-month salary and performance bonuses
Comprehensive health care coverage for you and your dependents
Generous leave policies including annual leave sick leave and flexible work hours
Convenient central district 1 office location next to a future metro station
Onsite lunch with multiple options including vegetarian
Grab for work allowance and fully equipped workstations
Fun and engaging team building activities sponsored sports clubs and happy hour every Thursday
Unlimited free coffee tea snacks and fruit to keep you energized
An opportunity to make a social impact by helping to democratize credit access in emerging markets

At Trusting Social we live byownership integrity and agility in execution. We believe in doing whats right whats best and whats innovative. If youre smart driven and want to make a difference in the world with the most advanced and fascinating technology we invite you to be part of our rockstar team!

For more information about us please visit our website: Experience: