Product Operations Specialist, Zalo Platform
Zalo is building one of Vietnam’s largest digital ecosystems where users, developers, and businesses connect through Mini Apps. The Mini App platform enables partners to deliver services, engage customers, and operate digital businesses directly within Zalo.
As a Product Operations Specialist, you will act as an operational enabler for products across our platform, making sure that products run smoothly and scale efficiently in production – shaping the frameworks, tooling, and processes to launch and grow new services, while ensuring the reliability of already mature ones.
🤖 What you will do
• Design and scale operational models, processes, and playbooks for new and existing products and services.
• Collaborate with Product and Engineering to define the operational aspects of product requirement documents, support UAT, and ensure operational readiness for new feature launches.
• Own day-to-day operations for assigned products and partners — including service quality and SLA performance — and act as the point of contact for operational issue resolution.
• Build and own monitoring and early-warning signals across operational and transaction health; coordinate incident resolution and workarounds, then drive post-incident analysis and prevention.
• Conduct regular business/performance reviews to surface risks, trends, and improvement opportunities; proactively advise partners on recovery plans and follow through on implementation.
• Operate and configure the systems that define how our products run — rule engines, ranking/discovery config, tooling, and approval/automation flows (e.g. Mini App directory ranking, auto-approve rules, moderation thresholds).
• Identify opportunities to automate manual work, streamline processes, and turn operational data into insights that improve efficiency as the business scales.
👾 What you will need
• 3+ years of experience in Product Operations, Service/Partner Operations, Business Operations, or similar roles. Experience in fintech, payments, or digital platform business if a plus.
• Experience monitoring operations through KPIs/SLAs, analyzing data, and translating insights into product or process improvements; Hands-on experience with operational tools, workflow automation, rule engines, or system configuration is a plus.
• Can proactively collaborate with Product and Engineering teams on product specifications, UAT, and feature launches. Independently identify and resolve problems, and optimize operational processes at scale.
• Proficiency with SQL, BI tools, or other data analysis and dashboarding tools is a plus.
