Operations Manager

Key responsibilities

• Own the full P&L for your assigned client accounts including revenue, gross margin, direct labor cost, indirect overhead allocation and profitability targets
• Own the delivery of all contractual SLAs and KPIs including CSAT, FCR, AHT, QA, adherence, attendance, staffing and capacity metrics
• Serve as the primary Corpshore Vietnam commercial contact for assigned client stakeholders including day-to-day operational contacts, VP-level executive sponsors and procurement teams
• Lead weekly performance reviews with client stakeholders covering SLA attainment, incident review, action plans and forward-looking capacity
• Lead monthly Business Reviews with client executive stakeholders covering full-month performance, trend analysis, strategic recommendations and pipeline expansion opportunities
• Lead Quarterly Business Reviews (QBRs) with client C-suite and Corpshore group leadership covering strategic performance, benchmarking, ROI and account roadmap
• Directly manage 3 to 6 Team Leaders through the full people lifecycle including hiring, onboarding, performance management, coaching, development and offboarding
• Author and execute account-level annual planning including headcount, capacity, technology investments, training programs and quality initiatives
• Own attrition management including root cause analysis, retention programs, exit interview trending and corrective action design
• Own hiring pipeline management in coordination with HR and Talent Acquisition, including workforce planning inputs, interview panel participation and hiring decisions
• Own quality strategy in coordination with QA Analysts including scorecard evolution, calibration cadence and improvement initiatives
• Own workforce management strategy in coordination with WFM Analysts including capacity planning, shift structure design and seasonal surge planning
• Own reporting and MIS strategy in coordination with MIS Analysts including dashboard evolution, client reporting cadence and executive reporting design
• Own client escalation management including on-call responsibility for high-severity incidents, escalation call participation and post-incident review facilitation
• Coordinate closely with Corpshore Solutions Toronto Global Operations on account-level commercial reporting, revenue recognition, contract renewals and scope expansions
• Coordinate closely with Corpshore Vietnam Finance on invoice generation, revenue leakage prevention, cost variance analysis and budget management
• Coordinate closely with Corpshore Vietnam HR on people programs, engagement surveys, employee relations and legal compliance
• Coordinate closely with Corpshore Vietnam IT on technology stack, tools evaluation, security compliance and infrastructure planning
• Author monthly account narratives for Corpshore leadership including commercial performance, delivery performance, people health and risk register
• Own risk management including operational risk identification, mitigation planning, business continuity and disaster recovery for your accounts
• Represent Corpshore Vietnam in client site visits, industry conferences, prospect meetings and business development opportunities as required
• Uphold Corpshore Vietnam cultural standards including professionalism, integrity, meritocracy, continuous improvement and PDPD-compliant data handling
• Mentor and develop the next generation of Corpshore Vietnam Team Leaders and Senior Team Leaders through structured mentoring, stretch assignments and career pathing
• Model executive leadership behavior for the broader Corpshore Vietnam organization and contribute to the country-level leadership team

Required qualifications

• At least 6 years of BPO, contact centre or IT services operations experience with at least 3 years in an Operations Manager or equivalent P&L-ownership role
• Track record of managing multi-pod operations of 50+ FTEs with documented CSAT, SLA, attrition and P&L outcomes
• Bilingual fluency in English (C1 or higher CEFR) and Vietnamese (native)
• Bachelor's degree in Business Administration, Operations Management, Engineering, Economics or a related field · MBA preferred
• Documented experience leading client-facing weekly reviews, monthly business reviews and quarterly business reviews with Fortune 500 or comparable enterprise stakeholders
• Experience owning attrition, hiring pipeline, quality strategy, workforce management and reporting strategy for BPO operations
• Strong commercial acumen including familiarity with revenue recognition, gross margin management, cost variance analysis and budget planning
• Experience with contact centre technology stack including CRM (Zendesk, Salesforce, Freshdesk), dialer (Genesys, Five9, NICE), WFM (NICE IEX, Verint, Assembled) and QM platforms
• Experience managing operations across multiple client verticals including at least three of: e-commerce, SaaS, healthcare, fintech, gaming, hospitality, EdTech or public sector
• Ability to work with international clients across time zones including US, UK, EU, Australia, Japan and Korea working hours as required
• Willingness to work fully onsite at the assigned Corpshore Vietnam delivery centre
• Legal right to work in Vietnam and valid Vietnamese ID (CCCD) or valid work permit for pre-employment requirements

Preferred qualifications

• MBA from a top-tier Vietnamese, regional or international business school
• Prior experience at a global BPO (Concentrix, Teleperformance, TDCX, TP, Alorica, Foundever, Sitel, Sutherland, ibex or comparable)
• Prior experience at a Big 4 consulting firm, McKinsey, BCG, Bain, Kearney or comparable in operations transformation or shared services advisory
• COPC-certified High Performance Management Framework Leader
• Six Sigma Black Belt or Green Belt certification
• Lean Enterprise Institute or comparable Lean certification
• PMP, PRINCE2 or comparable project management certification
• Prior experience with Vietnamese Personal Data Protection Decree (PDPD) compliance and cross-border data handling for regulated industries
• Prior experience with Corpshore group markets: Toronto, London, US, Philippines, Uzbekistan, Kenya, Uganda, Dominican Republic or Colombia
• Prior experience with AI-augmented delivery, generative AI-assisted CX, RPA implementation or automated quality monitoring platforms
• Vietnamese diaspora professional returning from Singapore, US, Canada, UK, EU, Japan or Korea with prior BPO or shared services executive experience