Manager Product Management

Work Location: Hanoi (prefer)

About VinSmart FutureVinSmart Future (VSF) is Vingroup's technology company, bringing together technology capabilities across the Group. As a key technology organization within the Vingroup ecosystem, VSF focuses on building and operating technology platforms, digital solutions and AI-driven capabilities at scale.

Key responibilities:

• Lead the implementation and delivery of AI-powered products and solutions for Customer Service.
• Design detailed solutions for each use case, including defining AI inputs/outputs, decision logic, and collaboration mechanisms between AI and human agents.
• Design and continuously improve end-to-end workflows, including Business Flows, Agent Flows, and AI Flows.
• Define business rules, routing logic, SLAs, exception handling, and edge cases to ensure reliable and scalable operations.
• Develop product documentation, including Product Requirements Documents (PRDs), functional requirements, and solution specifications, and work closely with Technology and AI teams throughout implementation.
• Track development progress and ensure products are built according to the intended design and are practical for real-world operations.
• Coordinate integration with related platforms and systems, including CRM, Contact Center, and internal enterprise systems.
• Test, evaluate, and continuously improve the quality and reliability of AI-generated outputs.
• Monitor and optimize key operational and product performance metrics.

AI-Driven Product Development

• Leverage AI throughout the product development lifecycle to build and refine product context and requirements.
• Rapidly build prototypes to validate product concepts and solutions with Business Owners.
• Iterate continuously with Business Owners through working prototypes rather than relying solely on documentation.
• Use AI to analyze customer service transcripts, validate business and conversation logic, and identify potential edge cases and improvement opportunities.

Requirements

• 5–8 years of experience as a Product Manager, Product Owner, Business Analyst, or in a closely related role.
• Proven experience implementing or working with CRM, Contact Center, workflow management, or similar enterprise systems.
• Strong proficiency in workflow design, BPMN, or equivalent process modeling methodologies.
• Good understanding of system integration, APIs, and data flows.
• Hands-on experience working with AI/LLM-powered products, such as chatbots, voicebots/callbots, AI agents, or similar solutions.
• Ability to build structured AI product context, including intents, taxonomies, conversation flows, and related logic.
• Experience in writing, structuring, and optimizing prompts for LLM-based applications.
• Ability to evaluate AI outputs, identify quality issues, and continuously improve AI performance.
• Experience rapidly developing prototypes, workflows, mockups, or AI interactions to validate solutions with business stakeholders.
• Strong cross-functional collaboration skills, with the ability to work effectively across Operations, Customer Service, Technology, AI teams, and Business Owners, and iterate quickly based on feedback.

What We Offer

• Opportunity to build and scale AI-powered Customer Service products with significant real-world impact.
• Hands-on exposure to large-scale enterprise platforms, including CRM, Contact Center systems, and AI platforms.
• Opportunity to solve complex, real-world product and operational challenges where AI is directly embedded into business processes.
• A high-impact environment with significant product complexity, scale, and opportunities to shape how AI is applied to Customer Service.

Kindly send CV to: [Confidential Information]