POSTED AT 13/07/2026 14:34:03
Operational Excellence Specialist (Customer Experience)
Department
Customer Experience Department
Location
Hanoi
Employment type
Full-time
Work experience
Expert, Senior, Specialist
End date
Application until 31/12/2026
Non-tech
Overview
Viettel Cyber Security (VCS) is a leading cybersecurity company specializing in protecting digital infrastructure globally through in-depth research and analysis of security solutions. With 100% self-developed technology, VCS provides an advanced cybersecurity solution ecosystem, protecting governments, financial institutions, large enterprises, and SMEs from increasingly sophisticated threats in the digital age.
VCS has received international recognition, including the Pwn2Own Championship 2023 & 2024, consistently ranking in the Top 5 globally, discovering over 400 zero-day vulnerabilities, and numerous prestigious awards, most notably the Gold Award – Best Cybersecurity Company in Asia.
Responsibilities
Job Objective: Responsible for building, standardizing, and optimizing Customer Service operational capabilities through the design of policies, systems, standards, and governance mechanisms to enhance operational efficiency, customer experience, and service quality. Additionally, acting as the central point of contact for managing all Customer Service operational capabilities, coordinating with internal units and partners to ensure continuous improvement of systems, processes, and services.
Main Responsibilities
- Operational Excellence & Process Governance
- Develop, update, and manage the system of processes, regulations, operational guidelines, and Customer Service policies.
- Regularly review operational efficiency and propose improvement initiatives to enhance productivity and service quality.
- Develop and maintain a set of KPIs/SLAs/OLAs to support Customer Service operational management.
- Collaborate with QA to develop quality assessment standards and improve operational processes.
- Design, standardize, and optimize customer service operational processes.
- Customer Care System Management
- Manage all customer service platforms, including: Call center (Chat/Call), Ticket Management System, Customer Care Portal, business email, and other customer service support systems.
- Collect, synthesize, and analyze business requirements.
- Build Business Requirement Documents (BRD).
- Manage Product Backlog and Change Requests.
- Work with development units and vendors to implement new features.
- Review Solution Design, Test Cases, and perform User Acceptance Testing (UAT).
- Manage system operational documentation.
- Coordinate system incident handling and collaborate with relevant units to ensure service availability.
- Service Improvement & Innovation
- Research and propose new solutions, technologies, and operational models to improve customer service efficiency.
- Propose investments and upgrades to customer support platforms, tools, and services.
- Develop a roadmap for improving customer service operational capabilities.
- Propose initiatives for automation, process optimization, and proactive customer engagement.
- Vendor Governance
- Manage partners providing customer service solutions and services, including:
- Developing vendor evaluation criteria and KPIs.
- Conducting operational quality control.
- Evaluating acceptance results.
- Handling issues arising with partners.
- Participating in evaluating, selecting, and recommending new vendors.
- Service Quality & Customer Experience
- Monitor operational and service quality metrics.
- Conduct root cause analysis for arising issues.
- Coordinate the handling of serious complaints and cases requiring scaling.
- Training
Design and conduct training and testing on customer service systems and policies for partners and internal units, or coordinate with HR to organize external training resources if needed.
- Commercial & Contract Support
- Participate in evaluating terms related to technical support services for customers in relevant contracts, adjusting service descriptions and service level agreements (SLAs) as needed.
- Provide technical support service KPI data for acceptance documentation with customers according to the contract.
Qualifications
Experience Required:
Knowledge
- Understanding of Customer Service or Customer Success operating models.
- Knowledge of Business Process Management (BPM).
- Knowledge of Business Analysts (BA) and Unit Operating Procedures (UAT).
- Understanding of KPIs, SLAs, and Quality Management.
- Continuous Improvement mindset.
Skills
- Business Analysis.
- Process Design.
- Process Improvement.
- Data Analysis.
- Root Cause Analysis.
- Vendor Management.
- Project Coordination.
- Documentation.
- Presentation & Training.
- Problem Solving.
- Stakeholder Management.
Knowledgeable Key Performance Indicators (KPIs)
- Level of completion of operational improvement initiatives.
- Process automation rate.
- Successful implementation rate of system requirements.
- Partner service quality.
- Satisfaction level of service users.
- Effectiveness of training programs.
Benefits & perks
- Competitive annual total income package offers
- Regular salary review every March
- Premium health and personal accident insurance
- Annual periodic health check-ups
- Special support program for female employees during maternity leave.
- Awards recognize outstanding capabilities and timely contributions.
- 100% sponsorship for advanced international professional certifications for each position (if luck isn't on your side, don't worry, VCS will support 50% of the exam costs), and exceptional rewards for employees who achieve international professional certifications.
- Continuous investment in the latest and most up-to-date learning materials on the market in the field of information security from leading global suppliers and reputable institutions.
- 100% of employees are provided with Elearning accounts from Udemy – learn anytime, anywhere.
- Free participation in professional knowledge sharing programs and seminars from leading speakers in the country and internationally.
- Opportunity to work with diverse domestic and international clients.
- Work in a Class A office – Landmark 72 building with a green space complex and dedicated areas for gym and entertainment (billiards, PES, café, reading).
- Relax for 30 minutes each day with Happy Hours (4 PM – 4:30 PM).
- Sports activities: Swimming, Pickleball, Billiards, Poker, PES, etc.
- Twelve (12) days of annual leave according to the Labor Law, three (3) vacation days and one (1) traditional holiday on December 22nd of Viettel.
- Personal birthday celebrations: gifts and birthday cakes provided by the company.
- Participation in company events: quarterly team-building activities, monthly birthday celebrations, year-end parties, company retreats, holidays such as March 8th and October 20th (female employees get half a day off), the group's anniversary on June 1st, etc.
- Showing care and concern for employees parents and children on special occasions.
APPLICATION FORM
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In accordance with the provisions of the Law on Protection of Personal Data No. 91/2025/QH15 dated June 26, 2025, by checking the boxes below, the Candidate confirms that they have read, understood, and agree to allow Viettel Cyber Security One Member Limited Liability Company (VCS) to process their personal data for each specific purpose stated below. If the Candidate does not agree, we regret that we cannot process the application. The Candidate may withdraw their consent at any time through Customer Service channels, including the hotline +84 382 360 360 or email [Confidential Information].
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