ABOUT URBOX

UrBox is Vietnam’s leading digital gifting & loyalty platform that enables businesses to integrate their reward & loyalty programs with an ever-growing network of more than 350 brands & 20,000 accepted online and offline stores in Vietnam. UrBox has the widest network of clients in loyalty in Vietnam and provides loyalty & reward solutions to many big organizations in various industries.

Role Summary

We are looking for a Project Operation Specialist to own the day-to-day operations and delivery coordination across UMS programs. This is a client-facing, high-accountability role. You will work directly - in professional English - with regional and country teams from card organizations, banks and loyalty partners, as well as internal squads. Success is built on disciplined task follow-through, professional stakeholder handling, program-effectiveness advisory, and a working understanding of the technical and compliance context of each program.

Key Responsibilities

1. D2C Portal Setup & Configuration (UrBox side)

• Own end-to-end portal setup for each program: branding and content configuration, voucher & reward catalogue, eligibility and redemption rules, game module setup, and partner-specific business rules.
• Configure and validate the integration between UrBox and partner/bank systems.
• Maintain an up-to-date setup runbook/SOP per program so configuration is reproducible and auditable.

1. Operational Monitoring & Issue Resolution

• Monitor live portal health per program: uptime, redemption success rate, game participation and error rates, and integration failures.
• Coordinate with Product/Tech on fixes and keep partners informed of issues and their resolution.
• Maintain incident and audit logs.

1. Client, Partner & Stakeholder Management

• Serve as the operational point of contact for enterprise clients (card organizations, banks, loyalty partners), their regional/country teams and merchants - on setup status, request progress and issue resolution - professionally and primarily in English.
• Own client-facing approval and go-live workflows; manage expectations professionally, including in difficult negotiations and escalations.
• Manage cross time-zone scheduling and follow-ups so all parties stay aligned on decisions and deadlines.

1. Delivery Tracking & Follow-through

• Track every task to closure across programs - requirements, campaign timelines, tickets, UAT and open items - so nothing is dropped and workstreams stay on schedule.
• Maintain trackers and status reports; flag risks and blockers early.

1. Program Advisory & Growth

• Use program health data (burn/redemption rate, engagement) to advise clients and spot churn or under-performance early.
• Surface upsell and growth opportunities and support Sales/BD to grow accounts.

1. Technical & Compliance Awareness

• Understand each program‘s integration logic (APIs, partner/bank backend) enough to triage issues and explain solutions to non-technical stakeholders.
• Operate within the compliance context: PCI-DSS scope, data privacy (Decree 13/2023/ND-CP) and audit-log discipline.

Requirements

Language (mandatory)

• Professional working proficiency in English, both spoken and written; confident leading calls, emails and negotiations with international stakeholders.

Experience

• 3-5 years as a Senior CSM, Account Manager or in a comparable project-operations/delivery role, with a proven track record of leading or training small teams.
• Experience working in a large corporate or global environment (financial services, fintech, MNC, or a partner/agency serving global brands) is strongly preferred.
• Proven track record of following complex, multi-workstream programs through to closure.

Professional skills

• Advanced data analysis and reporting-automation skills.
• Exceptional negotiation, persuasion and expectation-management skills.
• Strong stakeholder management with demanding enterprise clients.
• Exceptional attention to detail and disciplined task follow-up.
• Sufficient technical knowledge to discuss API/database logic and integration flows.

Mindset & traits

• Flexible yet structured: adaptable and supportive by nature, while able to turn ambiguity into repeatable processes and systematize how work gets done.
• Leadership: a proactive mindset focused on optimizing value for both UrBox and the client.
• Professionalism: maintains composure and standards in high-pressure, cross-cultural settings.

Nice to Have

• Experience in payments, banking, loyalty or rewards ecosystems (Visa / Mastercard a plus).
• Prior experience coordinating across APAC markets.
• An additional Asia-Pacific language.
• Familiarity with Agile / project-management frameworks (PMP, Scrum).