Galaxy Connect, a member of Galaxy Holdings and part of the Sovico ecosystem, serves as a centralized Customer Experience Hub delivering multi-channel customer service, BPO, and digital engagement solutions across industries including banking, finance, aviation, insurance, healthcare, and technology.
Galaxy Connect as a next-generation platform combining people, processes, and advanced technologies (CRM, AI, automation) to drive seamless customer journeys and scalable business growth.
Job Description
- Responsible for building, managing, and scaling a high-performance Customer Experience organization with a workforce of 500+ employees.
- Leads end-to-end operations across multi-channel service environments, ensuring operational excellence, superior customer experience, and sustainable business growth.
- Defines and executes operational strategies covering customer journey design, vendor management, workforce planning, and 24/7 service delivery.
- Drives performance through KPI and SLA governance, continuous improvement, and data-driven decision-making to optimize efficiency and service quality.
- Owns full P&L responsibility, including budgeting, cost control, and financial performance management, ensuring alignment with business objectives and contractual commitments.
- Leads large-scale workforce management, including talent acquisition, capability development, performance management, and leadership pipeline building, while fostering a strong customer-centric culture.
- Acts as the key point of contact for clients and internal stakeholders, leading contract negotiations, managing escalations, and ensuring long-term partnership success.
- Oversees multiple complex projects, ensuring timely and high-quality delivery.
- Drives digital transformation by adopting advanced Contact Center technologies such as CRM systems, AI chatbots, voicebots, speech analytics, and automation solutions to enhance productivity and customer engagement.
- Ensures effective risk management, operational resilience, compliance, and sound decision-making in critical situations, while providing regular executive reporting and strategic recommendations to senior leadership.
Job Requirements
- Master's degree in Business Administration, Economics, or a related field.
- Minimum 15 years of experience in BPO, Customer Service, Contact Center, or Telesales operations, including at least 7 years in a Director-level or equivalent leadership role.
- Proven track record in building, scaling, and operating Contact Center organizations from setup to maturity.
- Strong experience managing large-scale operations (500+ employees) and leading senior management teams.
- Solid financial management expertise, including P&L ownership, budgeting, cost optimization, and workforce cost management.
- Understanding of Contact Center technologies (e.g., Genesys, Avaya, Cisco, Creatio) and CRM systems.
- Experience in implementing digital transformation initiatives, including AI, automation, and omni-channel solutions.
- Strong leadership, communication, negotiation, stakeholder management, and problem-solving skills.
- Ability to manage multiple complex projects simultaneously and drive cross-functional alignment.
- Data-driven mindset with strong analytical and decision-making capabilities.
- Preferred: Experience in banking, financial services, aviation, technology, or large-scale BPO environments; exposure to multi-site or regional operations is a plus.
Working location: Galaxy Innovation Hub, Hi tech Park, District 9, HCMC
