Requirements

This role is structured around four operational pillars, and your job is to set strategy, build systems, develop leaders, and ensure all pillars work as one integrated machine.

Specifically, we need someone who can:

• Design an operational system for +1M merchants from first principles, handling millions of transactions processed monthly, with billions of VND flowing through payment, payout, and cashout systems every single day, to support merchants from all provinces in Vietnam;

• Build an AI-powered merchant risk engine that replaces manual reviewers with intelligent automation;

• Architect a merchant support model where majority of issues are resolved on first contact — not by adding more agents, but by rethinking what agents can do, what chatbots should handle, and what shouldn't generate a ticket in the first place;

• Scale a team from functional execution to operational excellence to deliver merchant excellence experience;

Complexity you'll manage:

• Four operational pillars: Onboarding & Payment Services, Merchant Excellence Experience, Risk Management & Compliance, Product Operations;

• A team of +50 people across CS agents, field operations, risk analysts, operations specialists, and vendor partners — with a mandate to scale the team as the business grows;

• Both online and offline operations simultaneously

• Hardware AND software AND fintech operations in one role

• Different stakeholders to manage from both internal (engineer, risk, AI tech, CS, Sales, Legal,...), external (bank partners, regulatory authorities,...)

What makes this role rare:

• Most operations leaders manage one domain: either CS, or risk, or supply chain, or payment ops. This role integrates all under one leader because they are deeply interconnected. You see the full chain and own it end-to-end.

• Most operations roles inherit mature systems: This role builds and scales them. You will design the operational architecture from first principles.

• Most operations roles are measured on cost efficiency: This role is measured on merchant trust, retention, and happiness, which are the metrics that determine whether MoMo's merchant ecosystem survives and thrives at scale.

Who Will Succeed in This Role

This is one of the most demanding leadership roles in SPS. You will be the operational backbone of a platform hundreds of thousands of merchants depend on daily. 

The people who thrive in this role don't come from a single background: They might be ex-consultants who've done operations transformation. COOs of startups who built everything from zero. Product leaders who realized that the hardest product to build is the one your own team uses every day. Supply chain architects who've managed millions of moving parts. Or yes, operations leaders — but the rare kind who are frustrated by how operations are usually done and have a vision for how it should be done differently.

• Operations architects, not firefighters: You build systems so tomorrow’s crisis doesn’t happen. You think in processes, SLAs, escalation matrices, and automation. You know the difference between heroic firefighting and sustainable operations.

• Obsessively data-driven: You live in dashboards. “It feels like CSAT improved” is worthless — you need numbers, trends, cohorts, root causes. You design metrics before solutions and prioritize ruthlessly with data.

• Cross-functional force multipliers: Operations touches Product, Engineering, Sales, Risk, AI, CS, Legal, Finance, HR, and external partners. You navigate this complexity with diplomacy and urgency — getting things done through influence, not just authority.

• Deeply merchant-empathetic: Behind every ticket is a tạp hóa owner whose livelihood depends on correct money flow. You’ve spent time with frontline operators, listened to angry merchants, and design operations reflecting their reality: low-tech, time-poor, trust-sensitive.

• Builders of leaders: You manage Senior Managers who manage Managers who manage teams. Your leverage is through your leaders. You coach, develop, set clear expectations, and hold people accountable with both rigor and care.

• Calm under extreme pressure: you follow the playbook, communicate clearly, lead recovery, then run the post-mortem to prevent recurrence.

Requirements

Strongly Preferred

• 8+ years in operations, service delivery, platform operations, or product/business owner who managed multiple teams and functions.

• Systems thinker and proven at scale: designed operational processes, SLAs, escalation frameworks, and automation strategies at scale, managing complex flows and multi-channel support.

• People leadership: managed 3+ managers/senior managers, responsible for 50+ people. Can develop leaders, not just manage tasks.

• Risk management experience: owned or closely partnered on compliance, fraud, AML, or risk operations in a regulated environment.

What Gives You an Edge

• Fintech, payments, banking ops, or e-commerce platform operations in Vietnam/SEA.

• AI/automation in operations (chatbots, AI decisioning, automated monitoring, predictive ops).

• Management consulting background with operations transformation experience.

 What We Offer

• The most impactful operations role in Vietnam fintech: Build and run the ops backbone serving +1M SMEs. Your operations quality = hundreds of thousands of merchants trusting MoMo with their livelihood.

• Build the operating model from scratch: SPS is transitioning from growth-first to quality-first. You design the CRM, SLAs, AI ops framework, incident playbooks, and merchant scoring that will define how MoMo serves merchants for the next decade.

• AI + operations frontier: AI-driven merchant decisioning, chatbot-first support, automated risk monitoring, predictive operations — the future of fintech ops.

• Direct P&L impact: Your work drives merchant retention, merchant happiness, and merchant lifetime value. Not a cost center — a revenue protector and competitive moat.

• Competitive compensation: Director-level package with performance bonuses tied to operational KPIs and comprehensive benefits.