Head of Operations

ACG_3259_JOB

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 timelines—meeting 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.
  

• A minimum of 8 years of experience in production operations, quality management, or related fields, including 3–5 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 teams—both technical and customer-facing—while 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.