Product Development Specialist – AI Voice Agent

Trusting Social is Vietnam's leading AI-powered credit intelligence platform, partnering with banks and financial institutions to expand affordable, responsible credit access for consumers across Southeast Asia. We combine proprietary AI models with deep financial expertise to help lenders make faster, fairer decisions — at scale.

What You'll Do

Business ownership

• Drive business outcomes of AI voice agent use cases. Improve conversion, revenue per lead, cost per successful call and partner KPIs across the customer lifecycle, from acquisition and onboarding to retention, cross-sell and collection.
• Build business cases for new use cases, partners and channels. Size the opportunity, model unit economics, and turn partner problems into proposals, demos and go-live plans.
• Be the business counterpart for partners. Align on targets, campaign design, promotions and reporting cadence, and present performance reviews with recommended next actions.
• Drive the funnel end-to-end. Find where value leaks from lead to conversion, prioritize fixes by business impact, and validate uplift through controlled rollouts.
• Design the operating model around the AI agent, including lead allocation, capacity planning, hybrid AI and human agent flows, and incentive schemes for human agents.
• Support commercial structure. Contribute to pricing, contract models, SLAs, data-sharing and compliance requirements together with internal teams and partners.

Product and feature development

• Design and maintain conversation flows for each campaign and channel, covering qualification, product consultation, objection handling, escalation and closing.
• Write change requests and feature specs with clear context, business impact, requirements and acceptance criteria for data and technical teams.
• Run UAT on every change before release and verify fixes after deployment.
• Shape the next generation of the AI agent. Define product requirements for new capabilities of the AI agent platform.
• Turn new capabilities into a roadmap, with a phased scope, success metrics and a pilot plan, working with data, technical and partner teams to move from prototype to production.

Operations and quality

• Own conversation quality in production. Regularly review calls to find errors, risks and improvement opportunities, and turn findings into prioritized fixes.
• Keep campaigns running smoothly. Handle campaign setup, lead management and capacity, and coordinate with technical teams to resolve incidents quickly.
• Own the bot's knowledge base, keeping product information accurate and up to date.
• Manage the improvement backlog for each partner. Work with partners and internal stakeholders to prioritize and deliver new features and improvements.

AI Fusion

• Use AI tools as part of daily work across analysis, documentation, QA and reporting. Build reusable workflows that make recurring work faster and more consistent, and verify all AI output before handoff.

What you need to have

• 2–4 years in product development, product owner, product operations or business owner roles in fintech, banking or financial services. Experience with AI, voice or conversational products is strongly preferred.
• Good understanding of retail financial products and the business models behind them.
• Strong analytical skills: funnel analysis, metrics monitoring, anomaly detection, and data-driven prioritization. SQL/BigQuery is a plus.
• Commercial thinking: able to build business cases and unit-economics models.
• Hands-on product execution: able to design conversation flows, write clear specs with acceptance criteria, run UAT, and review call transcripts with strong attention to detail.
• Proven stakeholder management with external partners and cross-functional teams.
• Comfortable switching between strategy and detail, from building a business case to reviewing individual calls.
• End-to-end feature delivery: proven experience taking product features from business requirements and impact definition through technical requirements, cross-team execution and project management to launch.
• Strong ownership mindset, clear written and verbal communication, and experience writing detailed product requirements end-to-end.
• Daily usage of 2+ AI tools (Claude, ChatGPT, Copilot or equivalent) with concrete examples of productivity gains — candidates without hands-on AI tool experience will not pass screening.
• Professional English and Vietnamese.

AI Fusion Expectations (AIF-2 Builder)
You are expected to use AI tools daily for call transcript analysis, spec drafting, QA checklists, and performance reporting — and to design reusable prompt workflows for recurring tasks, not just one-off use. All AI-generated content shared with partners or engineering must be verified before handoff.

What We Offer

Join our vibrant team and enjoy:

• Opportunity to work and learn from one of the best and brightest technology teams in Vietnam
• Be part of a winning team with exponential growth regionally, experience recruiting world-class talents
• 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 by ownership, integrity, and agility in execution. We believe in doing what's right, what's best, and what's innovative. If you're smart, driven, and want to make a difference in the world with the most advanced and fascinating technology, come join our team. We offer the runway to truly make an impact.

Learn more about us: https://trustingsocial.com | https://www.youtube.com/watch?v=inAEDGvOcL8&t=29s