Product Manager Expert

Work Location: Ho Chi Minh City
About VinSmart Future
VinSmart Future (VSF) is Vingroup's technology company, bringing together technology capabilities across the Group. As a key technology organization within the Vingroup ecosystem, VSF focuses on building and operating technology platforms, digital solutions and AI-driven capabilities at scale.
Key responibilities:
Lead the implementation and delivery of AI-powered products and solutions for Customer Service.
Design detailed solutions for each use case, including defining AI inputs/outputs, decision logic, and collaboration mechanisms between AI and human agents.
Design and continuously improve end-to-end workflows, including Business Flows, Agent Flows, and AI Flows.
Define business rules, routing logic, SLAs, exception handling, and edge cases to ensure reliable and scalable operations.
Develop product documentation, including Product Requirements Documents (PRDs), functional requirements, and solution specifications, and work closely with Technology and AI teams throughout implementation.
Track development progress and ensure products are built according to the intended design and are practical for real-world operations.
Coordinate integration with related platforms and systems, including CRM, Contact Center, and internal enterprise systems.
Test, evaluate, and continuously improve the quality and reliability of AI-generated outputs.
Monitor and optimize key operational and product performance metrics.
Partner closely with Customer Service teams to gather feedback, identify operational pain points, and continuously improve the product.
AI-Driven Product Development
Leverage AI throughout the product development lifecycle to build and refine product context and requirements.
Rapidly build prototypes to validate product concepts and solutions with Business Owners.
Iterate continuously with Business Owners through working prototypes rather than relying solely on documentation.
Use AI to analyze customer service transcripts, validate business and conversation logic, and identify potential edge cases and improvement opportunities.
Requirements
5-8 years of experience as a Product Manager, Product Owner, Business Analyst, or in a closely related role.
Proven experience implementing or working with CRM, Contact Center, workflow management, or similar enterprise systems.
Strong execution mindset with the ability to translate business requirements into concrete, implementable product solutions.
Strong proficiency in workflow design, BPMN, or equivalent process modeling methodologies.
Good understanding of system integration, APIs, and data flows.
Hands-on experience working with AI/LLM-powered products, such as chatbots, voicebots/callbots, AI agents, or similar solutions.
Ability to build structured AI product context, including intents, taxonomies, conversation flows, and related logic.
Experience in writing, structuring, and optimizing prompts for LLM-based applications.
Ability to evaluate AI outputs, identify quality issues, and continuously improve AI performance.
Experience rapidly developing prototypes, workflows, mockups, or AI interactions to validate solutions with business stakeholders.
Strong cross-functional collaboration skills, with the ability to work effectively across Operations, Customer Service, Technology, AI teams, and Business Owners, and iterate quickly based on feedback.
What We Offer
Opportunity to build and scale AI-powered Customer Service products with significant real-world impact.
Hands-on exposure to large-scale enterprise platforms, including CRM, Contact Center systems, and AI platforms.
Opportunity to solve complex, real-world product and operational challenges where AI is directly embedded into business processes.
A high-impact environment with significant product complexity, scale, and opportunities to shape how AI is applied to Customer Service.
Kindly send CV to: [protected info]