ABOUT VINDYNAMICS:

 

At VinDynamics, we design safe, affordable, and intelligent humanoid robots to assist in everyday life — robots for everyone. Backed by Vingroup, Vietnam’s leading technology conglomerate, we are on a mission to make advanced robotics accessible, reliable, and beneficial for billions of people worldwide. By combining cutting-edge AI, world-class engineering, and human-centered design, we aim to seamlessly integrate robots into daily life — enhancing safety, productivity, and happiness at home and beyond. 

Job summary:

 

• Lead the design and governance of policies, service frameworks, and operational standards for the VinDynamics Platform
• Build scalable service management systems to ensure consistent, high-quality user and partner experience
• Define how platform services are delivered, controlled, and optimized across the ecosystem
• Work closely with Product, Technology, and Market teams to enable seamless platform operations at scale

JOB DESCRIPTION

 

Define and develop platform policies:

• User policies
• Partner policies
• Service and transaction policies

Build and standardize service frameworks:

• Service delivery models
• SLA and performance standards
• Escalation and support processes

Design and optimize end-to-end service experience:

• User journey
• Partner journey
• Service touchpoints

Establish governance mechanisms:

• Policy enforcement
• Compliance monitoring
• Risk control frameworks

Work cross-functionally with:

• Product team to align policies with product design
• Technology team to implement operational controls
• Market development to ensure policy adoption

Monitor and improve service performance:

• Service quality metrics
• User satisfaction
• Issue resolution efficiency

Continuously refine policies and service models to support platform scale and global expansion.

REQUIREMENTS:

Relevant

  education and

  experience

 

• 7–10+ years of experience in operations, service management, or policy governance (preferably in platform, e-commerce, or digital services)
• Proven experience in building operational frameworks, policies, and service standards
• Strong understanding of platform operations, customer journey, and service delivery models
• Experience working cross-functionally with product, technology, and business teams

Preferred

  Qualifications

 

• Experience in large-scale platform operations (marketplace, super app, SaaS)
• Familiarity with service design, SLA management, and operational governance
• Experience in defining policies for multi-sided platforms (users, partners, services)
• Exposure to AI, robotics, or technology-driven service environments is a plus

Personality/

  Attitude

 

• Strong ownership mindset with attention to detail and operational excellence
• Strategic thinking with strong execution discipline
• Ability to structure complex problems into clear policies and frameworks
• Strong communication and stakeholder management skills

BENEFITS:

• Competitive compensation package based on qualifications and experience.
• Opportunity to participate in building a global robotics platform serving markets in the United States, the Middle East, and Asia.
• Dynamic, innovative, and fast-growing working environment.
• Opportunity to work within the Vingroup technology ecosystem while contributing to the development of a global robotics industry platform.