Trusting Social is Vietnam's leading AI-powered credit intelligence platform, partnering with banks and financial institutions to expand affordable, responsible credit access for consumers across Southeast Asia. We combine proprietary AI models with deep financial expertise to help lenders make faster, fairer decisions — at scale.

How You'll Make an Impact

Trusting Social's co-lending business grows through partnerships that require sustained institutional trust — and this role is the person who builds and holds that trust. You will own the day-to-day relationship with our bank partners across two co-lending tracks, serving as the primary point of contact for stakeholder communication, milestone tracking, and escalation resolution. Working closely with the product, technology, and risk teams, you translate partner requirements into internal deliverables and keep both sides aligned through every phase of a partnership.

The person who thrives here listens carefully before acting — hearing what a bank partner says and what they mean — then moves decisively to close the gap. You are not satisfied with maintaining the status quo: you look for ways to raise the bar on how partnerships are run, how documentation is produced, and how AI tools can take more of the routine load so you can focus on the judgment calls. You communicate with precision, stay aware of the downstream impact of every message that reaches a partner, and build reusable workflows that make you and the team faster over time.

What You'll Do

• Own day-to-day production health of Sophia (outbound & inbound AI calling) — monitor system and campaign performance, detect anomalies, and coordinate resolution with Engineering and Telephony teams
• Analyze AI sales call recordings to identify improvements in conversation flows, objection handling, decision logic, and compliance alignment; translate insights into clear product specs for implementation
• Track and analyze funnel metrics (lead → dial → connect → qualified → conversion), identify drop-off points, and validate impact of changes through structured measurement and controlled rollouts
• Collaborate with Product, Data Science, Engineering, and Business teams to define requirements, support solution design, and iterate on new campaign use cases from idea through launch
• [AI Fusion] Use AI tools daily to accelerate call analysis, spec writing, QA, and reporting — and build reusable AI-assisted workflows for recurring operational tasks (AIF-2 standard)

What you need to have

• 2–4 years in product operations, product execution, or similar roles in a tech-enabled environment; experience with AI, voice, or conversational products strongly preferred
• [Non-Negotiable] Daily usage of 2+ AI tools (Claude, ChatGPT, Copilot, or equivalent) with concrete examples of productivity gains — candidates without hands-on AI tool experience will not pass screening
• Strong analytical skills: funnel analysis, metrics monitoring, anomaly detection, and data-driven prioritization
• Proven cross-functional collaboration with Engineering and Data teams to ship improvements and resolve execution issues
• Strong ownership mindset, clear written and verbal communication, and experience writing product requirements end-to-en

What We Offer

Join our vibrant team and enjoy:

• Opportunity to work and learn from one of the best and brightest technology teams in Vietnam
• Be part of a winning team with exponential growth regionally, experience recruiting world-class talents
• Competitive compensation package, including 13th-month salary and performance bonuses
• Comprehensive health care coverage for you and your dependents
• Generous leave policies, including annual leave, sick leave, and flexible work hours
• Convenient central district 1 office location, next to a future metro station
• Onsite lunch with multiple options, including vegetarian
• Grab for work allowance and fully equipped workstations
• Fun and engaging team building activities, sponsored sports clubs, and happy hour every Thursday
• Unlimited free coffee, tea, snacks, and fruit to keep you energized
• An opportunity to make a social impact by helping to democratize credit access in emerging markets

At Trusting Social, we live by ownership, integrity, and agility in execution. We believe in doing what's right, what's best, and what's innovative. If you're smart, driven, and want to make a difference in the world with the most advanced and fascinating technology, come join our team. We offer the runway to truly make an impact.

Learn more about us: https://trustingsocial.com | https://www.youtube.com/watch?v=inAEDGvOcL8&t=29s