[D6] Senior CX Project Manager (E-commerce, BPO)

ABOUT DIGI-TEXX VIETNAM
DIGI-TEXX is the first 100% German-invested company specializing in Business Process Outsourcing and Digital Services in Vietnam since 2003. For the last 21 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. We brought competitive advantages to our clients across Europe, America, APAC through our skilled workforce and leveraging cutting-edge technologies.
Headquarters:
Anna Building, Quang Trung Software City, District 12, Ho Chi Minh City, Vietnam
Office 1:
Deutsches Haus, District 1, Ho Chi Minh City, Vietnam
Office 2:
DIGI-TEXX Building, 477-479 An Duong Vuong street, Binh Phu Ward (District 6), Ho Chi Minh City, Vietnam
Branch
: DIGI-TEXX building, Innovation Service Center, Vi Thanh City, Hau Giang Province, Vietnam
Learn more about us: [protected info]
POSITION SPECIFICATIONS
Position: Senior Project Manager
Department: Operations
Location: DIGI-TEXX Building, 477-479 An Duong Vuong street, Binh Phu Ward (District 6), Ho Chi Minh City, Vietnam
Working time: 8:00 am - 5:00 pm, Mon-Fri
Employment type: Full-time
RESPONSIBILITIES
We are looking for an experienced
Senior Project Manager - CX Operations
to join our Operations team. This role is responsible for leading large-scale Customer Experience (CX) service operations, ensuring performance excellence, client satisfaction, and continuous improvement.
The position requires strong leadership in managing multiple accounts, driving operational efficiency, and building high-performing teams. You will play a key role in client management, operational oversight, and strategic development across diverse CX/BPO projects.
Key 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
Requirements
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
Thank you for your interest in the position at DIGI-TEXX. We carefully review every application. However, due to the high volume received, only shortlisted candidates will be contacted for the next steps.
Talent Acquisition team, DIGI-TEXX
By applying to this position, you consent to DIGI-TEXX collecting and processing your personal data for recruitment purposes. This may include background screening required for certain roles (such as reference checks) and, when necessary, sharing relevant information with clients for candidate evaluation.
DIGI-TEXX complies with Vietnam's Personal Data Protection regulations. You may request access, correction, or withdrawal of consent regarding your personal data at any time.