Head of Customer Ops/ Delivery (SaaS)

About Company: Well-funded Start-up, headquartered in USA

Job Responsibilities

• Build and lead a high-performing customer operations team in Vietnam, covering enterprise delivery, implementation, and customer support functions
• Grow a delivery team in Vietnam from beginning, establish scalable operational processes, playbooks, SLAs, escalation frameworks, and AI-assisted workflows to improve efficiency and consistency
• Drive successful onboarding and implementation for enterprise customers, ensuring high quality execution and strong customer satisfaction
• Partner closely with global presales, product, and engineering teams to align customer expectations, delivery timelines, and operational readiness
• Own key operational metrics including implementation cycle time, CSAT, NPS, and support resolution performance, continuously driving improvements
• Act as the voice of the customer by translating customer feedback, delivery insights, and operational challenges into actionable product recommendations

Job Requirements

• 8+ years of experience in customer operations, technical delivery, enterprise support, customer success, or related post-sales functions within technology environments
• Proven track record of building and scaling teams, processes, and operational frameworks from the ground up
• Strong experience working with enterprise customers in fast-paced SaaS, platform, AI, or technology-driven businesses
• Demonstrated leadership capabilities with experience managing cross-functional stakeholders across global teams and time zones
• AI-native mindset with hands-on exposure to automation, AI agents, workflow optimization, or operational tooling adoption
• Excellent communication skills in both English and Vietnamese, with the ability to manage customer-facing and internal strategic discussions effectively

What You Can Expect

• Opportunity to build and shape a critical customer operations function from an early stage with strong ownership and influence
• Exposure to cutting-edge AI and enterprise technology solutions serving large global customers across multiple industries
• Highly collaborative and international working environment with close interaction across product, engineering, and commercial teams
• Fast-paced startup culture that values initiative, problem-solving, innovation, and operational excellence
• Competitive compensation package with long-term career growth opportunities in a rapidly scaling organization
• A high-impact leadership role where you can directly influence customer experience, operational strategy, and business growth

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.