Trusting Social is building one of Vietnam’s largest mass-market credit card platforms in partnership with leading banks and retail ecosystems. We are looking for a Product Operations Executive who will sit at the intersection of product, engineering, and real-world execution—ensuring our onboarding, payment, and merchant flows run reliably at scale, while continuously improving how the platform works.

This role is designed as a foundation for a long-term product development career. You will start by owning critical operational flows, then progressively move upstream into product discovery, solution design, and product decision-making, based on performance and impact.

What You'll Do

1. Operational Reliability & Execution

• Own the day-to-day health of EVO credit card onboarding, merchant activation, and payment flows.
• Monitor key operational metrics (e.g. onboarding success rate, approval TAT, transaction success rate) and proactively identify anomalies.
• Triage and resolve incidents such as failed transactions, data mismatches, system errors, and partner/customer issues.
• Coordinate with Product, Engineering, Customer Support, Sales, and Bank/Merchant partners to ensure issues are resolved within agreed SLAs.

2. Process Improvement & Scale

• Design, document, and continuously improve SOPs for merchant onboarding, customer onboarding, and payment operations.
• Identify recurring operational pain points and drive root-cause fixes, not just one-off resolutions.
• Contribute to reducing manual work, incident volume, and operational risk as transaction scale increases.

3. Data, Insights & Automation

• Build and maintain operational dashboards and reports (KPI, SLA, incident trends).
• Use data to surface insights: where users drop off, where merchants fail to activate, where payments break.
• Support basic automation of recurring operational tasks and reports (SQL, Sheets, low-code tools).

4. Feedback Loop to Product Development

• Act as the voice of operations in product discussions by translating on-the-ground issues into clear product requirements.
• Partner with Product Managers to define problem statements, validate proposed solutions, and support rollouts.
• Over time, take ownership of small product initiatives or improvement areas as part of your growth path.

What Success Looks Like

In the first 3–6 months:

• Core onboarding and payment flows are stable, monitored, and transparent.
• Incidents are resolved faster with clear ownership and communication.
• SOPs are documented and actually used by stakeholders.

In the next 6–12 months:

• Incident volume and manual intervention decrease measurably.
• Dashboards and insights are actively used in product and business decisions.
• You are contributing to solution design, not just execution—setting the stage for a Product role.

What We're Looking For

• 1–2 years of experience in Product Operations, Fintech Operations, Business Operations, or similar roles.
• Strong sense of ownership and ability to operate in a fast-moving, high-responsibility environment.
• Analytical mindset with hands-on experience using Excel / Google Sheets; basic SQL is required.
• Ability to document processes, design workflows, and think systematically.
• Experience with automation or low-code tools (e.g. n8n, Make) is a plus, but not mandatory.
• Strong communication skills and comfort working cross-functionally with Product, Engineering, CS, Sales, and external partners.

Growth Path

This role is intentionally designed as a launchpad into Product Development. High performers can progress into:

• Product Operations Lead
• Platform or Payments Product roles

Growth will be driven by demonstrated ownership, insight quality, and impact—not tenure.