Job Description

Job Overview

We are looking for a highly capable and business-minded Senior Business Operations Specialist for the Vietnam market. This role focuses on three core areas:

Business Analysis
Product Operations
Business Team Operations, including Sales Operations and Learning Advisor Operations

The ideal candidate combines strong business judgment, product understanding, analytical capabilities, and execution skills. This person will identify critical business problems, translate insights into practical solutions, and drive cross-functional initiatives that improve revenue, sales conversion, learner engagement, retention, and renewals.

Key Responsibilities

Business Analysis

Build and maintain dashboards covering leads, sales conversion, revenue, learner activation, engagement, retention, renewals, refunds, and unit economics.
Monitor business performance and identify key trends, risks, operational bottlenecks, and growth opportunities.
Analyze performance by product, customer segment, pricing plan, acquisition channel, campaign, team, and individual employee.
Conduct end-to-end funnel analysis, from lead generation and sales conversion to learner engagement and renewal.
Perform commercial analysis covering pricing, promotions, customer acquisition cost, customer lifetime value, sales productivity, and profitability.
Support business planning, target setting, budgeting, revenue forecasting, and resource allocation.
Research Vietnam's education market, competitors, customer needs, pricing, sales channels, and industry trends.
Translate data and market insights into clear recommendations and decision-making materials for the Business Head.
Track the execution and business impact of agreed actions and strategic initiatives.

Product Operations

Develop a strong understanding of Vietnamese learners, parents, learning scenarios, user journeys, and product usage behavior.
Monitor product activation, feature adoption, learning frequency, engagement, retention, renewal, and customer feedback.
Identify product issues and improvement opportunities through quantitative analysis and qualitative user research.
Translate local customer and business needs into clear product requirements and prioritized recommendations.
Work closely with product and business teams to localize and improve the product experience for Vietnamese users.
Support product launches, including operational readiness, internal training, user communication, feedback collection, and post-launch analysis.
Coordinate user testing and structured feedback collection with sales advisors, learning advisors, parents, and learners.
Establish effective processes for product issue reporting, prioritization, escalation, resolution, and stakeholder communication.
Measure the impact of product changes on user experience and business performance.
Ensure frontline teams understand product features, positioning, limitations, and recommended use cases.

Business Team Operations

Optimize the full customer journey, from lead conversion and onboarding to learner engagement, retention, and renewal.
Monitor Sales and Learning Advisor performance, including conversion, activation, retention, renewal rate, and renewal revenue.
Support target setting, capacity planning, customer allocation, forecasting, and performance management.
Analyze team and individual performance, identify bottlenecks, and implement improvement actions.
Improve CRM workflows, customer handovers, follow-up standards, and pipeline management.
Develop operational playbooks and enablement materials for Sales and Learning Advisor teams.
Work with team leaders to improve productivity, service quality, conversion, and renewals.
Coordinate cross-functional resolution of issues affecting customer experience and business performance.

Requirements

Bachelor's degree or above in Business, Economics, Data Analytics, Management, Education, or a related field.
At least 5 years of experience in business analysis, product operations, sales operations, commercial analysis, strategy and operations, management consulting, or a related field.
Strong business acumen and a solid understanding of revenue models, customer funnels, unit economics, and operational performance.
Strong analytical capabilities, with the ability to define problems, develop hypotheses, conduct analysis, and recommend practical solutions.
Experience building dashboards, operating reports, forecasts, and management-level business reviews.
Good understanding of digital products and product operations, including user journeys, activation, engagement, retention, and product iteration.
Experience supporting sales operations, customer success operations, learner operations, retention, or renewals.
Proficiency in Excel or Google Sheets; experience with SQL and BI tools is strongly preferred.
Basic financial modelling and commercial analysis capabilities.
Strong project-management and cross-functional coordination skills.
Highly structured, proactive, detail-oriented, and comfortable working with ambiguity.
Strong ownership and the ability to drive initiatives from analysis through execution.
Bilingual professional proficiency in one of the following combinations is required:

-Vietnamese and English; or

-Vietnamese and Chinese.

Proficiency in Vietnamese, English, and Chinese is a strong advantage.
Strong familiarity with Vietnam's education or EdTech industry is highly preferred.
Experience in online education, subscription products, children's education, or parent-facing services is preferred.
Experience working directly with a Business Head, General Manager, or founder is preferred.

What Success Looks Like

You are more than a traditional Sales Operations professional who manages reports and processes. You ask why the numbers are moving, identify what the business should do next, and help make it happen.

You can move seamlessly between detailed analysis and the broader strategic picture. Your impact is measured not by the number of reports produced, but by the quality of decisions made and the business outcomes delivered.