Tìm việc làm IT

**Key Responsibilities:**

• Lead the development and implementation of Customer Service and Customer Experience strategies for new and existing international markets.
• Support new market expansion and Customer Operations setup, including service models, SOPs, service standards, governance frameworks, and operational readiness.
• Analyze customer and operational performance data, identify service gaps and root causes, and drive continuous improvement initiatives.
• Develop and implement QA frameworks, scorecards, KPIs, and performance management mechanisms to monitor and improve service quality.
• Build training frameworks and work with local teams to strengthen customer service capabilities, service standards, and operational performance.
• Support the development of best practices and scalable customer operations models that can be replicated across different countries.

**Qualifications:**

• 5+ years of experience in Customer Operations, Customer Experience, Service Quality, Quality Assurance, or related functions.
• Proven experience in multi-market or international operations, preferably with exposure to Southeast Asia or other emerging markets.
• Experience in new market launch, operational setup, SOP development, service standardization, and process improvement.
• Strong knowledge of Customer Experience, QA frameworks, KPI management, and service performance improvement.
• Experience in developing training frameworks and coaching customer-facing teams.
• Strong analytical, problem-solving, project management, and stakeholder management skills.
• Excellent English communication skills and ability to work effectively with regional/global teams.
• Experience in Mobility, Automotive, Technology, Hospitality, E-commerce, Logistics, or other high-volume customer service environments is preferred.