Regional Customer Service Manager - Vietnamese Team (Based in Bangkok)
Core
Lead the end-to-end Vietnamese customer service operation, managing team managers, operational performance, and customer experience quality.
Role type
Senior Customer Service Operations Manager (Regional)
Builds
Customer support operations for the Vietnamese market
Domain
Travel / Hospitality / Customer Support
Required skills
Team leadership, performance management, operational strategy, data analysis, process improvement, change management, stakeholder collaboration
Preferred skills
Contact center/BPO/e-commerce/travel industry experience, PMP/Six Sigma/COPC certifications, multi-site operations experience
Technologies
KPI scorecards, action planning tools, customer data platforms
Responsibilities
Cascade department priorities into team roadmaps; own SLA, shrinkage, and closure performance; coach and performance-manage Team Managers; hire and retain strong talent; use data to drive operational improvements; own CSAT and CX outcomes for the language
Seniority
Senior, hands-on IC with people leadership