Job Description
Manage a team responsible for the following tasks
- System Monitoring: Actively monitor partner and bank systems to ensure seamless operations. Alert stakeholders and take immediate action in case of any issues affecting user experience.
- Issue Management: Identify potential issues and promptly alert relevant departments to protect user experience.
- Customer Support: Handle and resolve cases escalated by the Customer Support (CS) team.
- Bug Identification: Identify bugs in the app and system, report to relevant departments (Product Management, Development, etc.), and follow up until issues are resolved.
- User Acceptance Testing (UAT): Participate in UAT and live testing of new features and enhancements.
- Task Allocation: Arrange work schedules and distribute tasks among team members to optimize productivity.
- Stakeholder Coordination: Coordinate with others to evaluate and analyze problems; find out the root causes and propose solutions that effectively recover Customer Experience.
- Process development & improvement: Identify operational and structural weaknesses and develop or enhance processes to improve team efficiency.
- Performance management: Monitor daily reports to evaluate and analyze problems, propose solutions to improve system performance, and actively manage backlog to meet.
- Communication management: Regularly update the team on new features and keep partners informed about system changes and major events.
- Reporting: conduct weekly meetings to discuss challenges, report pain points, and recommend solutions and proactively follow to optimize system performance.
Requirements
- At least 3 year experience in a tech start-up (e-commerce, fintech) for an operation or customer experience role.
- Strong proficiency in Microsoft Excel (Pivot), Google Sheets and Google Slides.
- Exprience in team leading.
- Ability to work under pressure, analyze problems and propose solutions.
- Critical & logical thinking, problem solving skills, flexibility in handling problems.
- Good team player, positive attitude with a can-do attitude, & integrity and responsibility.
- A fast learner who is meticulous and detail-oriented.
- Self-starter with a strong sense of curiosity.
- Proficiency communication skills in English and Vietnamese (verbal and written) to coordinate with internal stakeholders across the region.
