(Senior/Lead) - Product Operations, Customer Experience
Khối Vận Hành
Hồ Chí Minh
25-CX-0941
This role ensures efficient, compliant, and stable operation of CRM and CX platforms, bridging daily operational excellence with long-term CX strategy. It maximizes system value, supports scalable CX operations, and enables data-driven decision-making through close collaboration with CS, Product, Tech, QA, and Data teams. The role covers both Core CRM and the CX Portal (CXP) and is expected to evolve into a CX Product Operations Lead/Manager overseeing the full CX product ecosystem.
Mô tả công việc
CRM & CXP System Governance and Operations
- Act as the primary point of contact for receiving, analyzing, categorizing, and managing all CRM and CXP configuration, improvement, and feature requests.
- Analyze business requirements against existing system capabilities, prioritizing configuration-based and process-level solutions before proposing custom development.
- Assess scope, impact, dependencies, and priority of each request to propose an appropriate implementation roadmap.
- Ensure compliance with internal security policies, access control standards, and data governance requirements across CRM and CXP.
- Define, standardize, and maintain SOPs related to:
- CRM usage (ticket handling, escalation, logging, audits)
- CXP usage (data input standards, JTBD tracking, CX context updates, insight consumption)
- Monitor operational data to identify:
- Process breakdowns
- Data quality issues
- User behavior anomalies
- Adoption gaps across CRM and CXP
- Consolidate recurring operational issues and pain points based on audits, system data, and user feedback.
- Provide data-driven recommendations to improve workflows, platform usage, and CX operational effectiveness.
Cross-functional Collaboration & CX Ops Enablement
- Act as a bridge between business stakeholders and Product / Tech teams to clarify requirements, scope, and operational constraints.
- Translate non-technical business needs into clear operational logic, configuration rules, and functional requirements.
- Coordinate rollout, change communication, post-release monitoring, and effectiveness evaluation.
- Manage scope, timeline, risks, and dependencies for CRM & CXP operational initiatives.
- Support CX Product teams by ensuring CXP operational readiness, adoption, and governance as new features or CX use cases are introduced.
- Actively manage stakeholder expectations through transparent communication and structured governance.
Yêu cầu công việc
- Bachelor’s degree in Business Administration, Information Technology, Computer Science, or related fields.
- Minimum 5+ years experience in CRM Operations, Product Operations, Business Analysis, or CX Operations roles.
- Strong business analysis skills with the ability to evaluate complex operational needs and propose scalable solutions.
- Proven experience in defining, standardizing, and optimizing SOPs for system-driven operations.
- Hands-on experience with UAT, system testing, release coordination, and collaboration with Dev/Tech teams.
- Comfortable working with operational data, dashboards, and audits to derive insights and improvement actions.
- Highly systematic, detail-oriented, and disciplined in system governance and operational control.
- Strong ownership mindset with the ability to balance short-term operational stability and long-term platform scalability.
- Proactive, structured, and capable of managing multiple stakeholders in a complex CX environment.
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