Senior Project Manager

ABOUT DIGI-TEXX VIETNAM

DIGI-TEXX is the first 100% German-invested company specializing in Business Process Outsourcing and DigitalServices in Vietnam since 2003.For the last 23 years, we have gained experience in providing advanced digital transformation services to global clients in different industries, including E-commerce, Banking, Insurance, Manufacturing, Construction, Historical Archives, Education, and NGOs.

POSITION SPECIFICATIONS

Position: Senior Project Manager (CX, BPO).

Department: Operations.

Location:DIGI-TEXX Building, 477-479 An Duong Vuong, Binh Phu Ward, Ho Chi Minh City, Vietnam.

Working time: 8:00 am - 5:50 pm, Mon - Fri .

Role Description

We are looking for an experienced Senior Project Manager – CX Operations to join our Operations team. Thisrole is responsible for leading large-scale Customer Experience (CX) service operations, ensuring performanceexcellence, client satisfaction, and continuous improvement.The position requires strong leadership in managing multiple accounts, driving operational efficiency, andbuilding high-performing teams. You will play a key role in client management, operational oversight, andstrategic development across diverse CX/BPO projects.

Responsibilities:

• Own CX accounts end-to-end, ensuring SLA, KPI, quality, productivity, and CSAT targets are consistently achieved.
• Lead client relationships, act as the main point of contact, manage escalations, and drive service improvements.
• Coach and develop teams, foster accountability and customer-centric performance, and build succession pipelines.
• Monitor and analyze performance, conduct RCA, and implement corrective/preventive actions.
• Drive operational excellence by standardizing processes, optimizing backlog, AHT, FRT, and promoting automation.
• Manage financials, track manpower costs, efficiency, and support budgeting and forecasting.
• Support business growth by collaborating with BD teams on new opportunities, scope expansion, and value-added services.
• Provide branch oversight, supervise multiple CX/BPO accounts, standardize governance, and act as Deputy when required

Qualifications

• 4+ years of experience in Customer Service, BPO, or CX Operations.
• At least 3 years in a Project Manager / Operations Manager / Senior leadership role.
• Strong experience managing CX operations (voice, non-voice, omnichannel).
• Background in e-commerce platforms or digital marketplaces preferred.
• Proven client management and stakeholder engagement skills.
• Solid understanding of CX KPIs: SLA, CSAT, QA, AHT, FRT, productivity, backlog.
• Experience managing large teams and multiple functions.
• Strong analytical and problem-solving skills.
• Excellent English communication and presentation skills.
• Ability to work independently, make decisions, and take ownership of outcomes.

What We Offer

• 13th month salary + performance bonus (up to x3 base salary)
• Full social insurance & premium health coverage
• Annual health check, company trips, team building & clubs
• Clear career path & annual performance review
• Language Allowance for International Certifications (English, German, Japanese, Chinese,..)
• Modern facilities & soft skill workshops
• Recognition awards for outstanding contributions

By applying to this position, you consent to DIGITEXX collecting and processing your personaldata for recruitment purposes. This may include background screening required for certainroles (such as reference checks) and, when necessary, sharing relevant information withclients for candidate evaluation. DIGITEXX complies with Vietnam's Personal Data Protection regulations. You may requestaccess, correction, or withdrawal of consent regarding your personal data at any time