Chief Operating Officer

JOB DESCRIPTION: GLOBAL CHIEF OPERATING OFFICER (COO)
Company: GSM
Reports to: Global Chief Executive Officer (CEO)
Level: C-level, member of the Executive Committee
Location: Hanoi, Vietnam, with frequent travel to international markets
Purpose of the Role The Global COO holds end-to-end accountability for GSM's operations worldwide. This role builds, standardizes, and scales the operating system that allows the business to grow quickly, safely, efficiently, and sustainably across multiple markets. The Global COO is the bridge between the leadership team's strategy and its on-the-ground execution in each country.
Key Responsibilities
Strategy and Operating Model
Partner with the CEO to develop the global operations strategy, aligned with growth, profitability, and customer experience goals.
Design a standardized, replicable operating model (playbook) that can be rolled out quickly while remaining flexible to local market conditions.
Establish and track global operational KPIs and OKRs.
International Market Expansion
Lead operational readiness for new market entries: feasibility assessment, entity and team setup, operational launch, and post-launch stabilization.
Work closely with Country General Managers to achieve growth and operational efficiency targets in each market.
Fleet and Infrastructure Operations
Oversee operations of the electric vehicle fleet (cars and e-motorbikes), including utilization, maintenance, and repair, while optimizing fleet availability and total cost of ownership.
Manage charging infrastructure, parking facilities, service centers, and the spare-parts supply chain.
Collaborate with vehicle manufacturing and technology partners to improve products and processes.
Driver-Partner Operations and Customer Service
Raise service quality and driver standards, and lead recruitment, training, and retention of driver-partners.
Ensure the safety of passengers and drivers, and manage incidents and crises.
Oversee customer care centers and improve NPS and CSAT.
Data- and Technology-Driven Operations
Work with the Technology and Product teams to optimize dispatch algorithms, pricing, supply-demand balance, and fleet performance.
Drive digitalization, automation, and the application of AI in operations.
Financial Performance
Own operating costs, unit economics, and the operations budget.
Partner with Finance on capital expenditure planning, cost control, and profitability improvement.
Governance, Compliance, and Risk
Ensure compliance with traffic, labor, environmental, and safety laws and regulations in every country of operation.
Build the risk management framework, internal controls, and business continuity plans.
Advance ESG and low-emission objectives consistent with GSM's green mobility positioning.
Organizational Leadership
Build a strong operations leadership team, with succession planning and talent development.
Foster a high-performance culture centered on customers and safety.
Chair regular operations review meetings and report results to the CEO and the Board of Directors.
3. Candidate Requirements
Experience
At least 15 years of operations experience, including a minimum of 7 years in senior leadership roles (COO, regional VP/Head of Operations, or equivalent).
Proven experience managing multi-country operations, preferably in Southeast Asia or other emerging markets.
Background in mobility (ride-hailing, transportation, logistics, automotive, EV), large-scale technology platforms, or other operationally intensive industries.
Track record of rapid scale-up and new market launches.
Knowledge and Competencies
Strong strategic thinking combined with excellent execution; deep expertise in operations management, supply chain, and unit economics.
Knowledge of electric vehicles, charging infrastructure, and fleet operations is a strong advantage.
Strong data analysis skills and a data-driven approach to decision-making.
Leadership, influencing, and change management skills in a multicultural environment.
Ability to perform under high pressure, move fast, and manage crises effectively.
Education and Language
Bachelor's degree or higher in Business Administration, Engineering, Operations, Logistics, or a related field; an MBA is an advantage.
Fluent English (listening, speaking, reading, writing); Vietnamese or other regional languages are an advantage.
4. Success Metrics (Suggested KPIs)
Revenue and trip growth across markets.
Operating margin and reduction in cost per trip.
Fleet utilization and availability rates; vehicle downtime.
Safety metrics, NPS/CSAT, and driver-partner retention.
Timeliness and quality of new market launches.
Compliance levels and number of critical incidents.
Retention and development of the leadership team.
5. Benefits (for reference)
Competitive C-level compensation, performance-based bonus.
Premium health insurance, plus business travel and international mobility support.
The opportunity to shape a global green mobility brand.
Interested candidates please send resume to: [protected info]