Digital Customer Service Center Manager, Mobility Aftermarket Division
Company Description
The Bosch Group is a leading global supplier of technology and services, in the areas of automotive and industrial technology, consumer goods as well as building technology.
Bosch established its first representative office in Ho Chi Minh City in 1994. Since 2007, Bosch has expanded its footprint in Vietnam where it has branch offices in Hanoi and Da Nang, as well as a Powertrain Solutions plant in the Dong Nai province to manufacture pushbelts for continuously variable transmissions (CVT) in automobiles. In addition, Bosch operates Bosch Global Software Technologies Vietnam (BGSV) as well as an automotive R&D center for mobility solutions in Ho Chi Minh City. As of December 31 2023, Bosch employed approximately 6,300 associates in Vietnam. Bosch has diversified businesses in Vietnam. Today, all four Bosch business sectors, namely Mobility Solutions, Industrial Technology, Consumer Goods, and Energy and Building Technology have operations in the country. Bosch Vietnam is currently active with many business divisions: Mobility Aftermarket, Drive and Control Technology, Power Tools, Building Technology, Two-Wheeler and Powersports and Sales Original Equipment, AquaEasy, Home Appliances and Supply Chain Consulting.
Additional information is available online at: https://www.bosch.com.vn/, https://www.linkedin.com/company/bosch-vietnam and https://www.facebook.com/OfficialBoschVietnam
Job Description
Are you a natural leader with a passion for people, operational excellence, and customer satisfaction?
As Digital Customer Service Center Manager, you will lead and continuously develop a modern, customer-centric support hub within Bosch Mobility Aftermarket. The role combines operational leadership and digital transformation to deliver an excellent customer experience across multiple support channels while driving process optimization and automation.
You will lead a team of customer support and process experts in an increasingly AI-driven environment, using data, analytics, automation, and digital tools to improve efficiency, response quality, customer satisfaction, and productivity.
The role requires a strong customer-first mindset, analytical thinking, leadership skills, and the ability to drive continuous improvement through digital solutions and operational excellence.
Tasks & Duties:
Operational Leadership
- Lead daily operations of the digital customer care hub across voice, email, chat, self-service plattforms and back-office channels.
- Ensure high-quality, customer-focused support with strong service performance and responsiveness.
- Lead and develop a team of approximately 6–10 customer support and process experts.
- Manage workload distribution, resource planning, escalations, and service delivery performance.
- Foster a collaborative, high-performing, customer-centric team culture.
Data-Driven Performance Management
- Analyze KPIs, customer feedback, and performance trends to identify improvement opportunities.
- Use dashboards, analytics, and reporting to support fact-based decisions.
- Translate insights into actionable operational improvements.
Digital Transformation & Continuous Improvement
- Drive the adoption of AI-supported customer care solutions and automation initiatives.
- Identify and implement process improvements to increase efficiency and enhance the customer experience.
- Support the implementation of AI tools, automation workflows, copilots, and digital customer service capabilities.
- Collaborate with business and operation excellence team, IT, process, and AI expert teams to improve operational efficiency and customer experience.
- Contribute to the transformation toward AI-enabled, future-ready customer support operations.
- Ensure compliance with internal processes, quality standards, and governance requirements.
Qualifications
Qualifications & Experience
- Bachelor’s degree in Business Administration, Customer Service Management, Operations Management, or a related field.
- At least 5 years of experience in customer service, customer operations, or support center environments.
- Proven experience leading operational teams.
- Experience in digital transformation, process optimization, or AI-supported operations is highly desirable.
- Experience in international or regional customer support environments is an advantage.
- Strong understanding of customer-centric operational management.
Leadership & Collaboration
- Strong people leadership and team development skills.
- Ability to motivate and develop high-performing teams.
- Strong stakeholder management, communication, and cross-functional collaboration skills.
- Collaborative and results-oriented mindset.
Analytical & Operational Excellence
- Strong analytical and problem-solving capabilities.
- Data-driven mindset with the ability to interpret operational KPIs and identify improvement opportunities.
- Continuous improvement mindset with a strong focus on efficiency and quality.
Customer Focus
- Strong customer-centric mindset and passion for delivering an excellent customer experience.
- Quality- and service-oriented working style.
Technical & Digital Skills
- Experience with CRM systems, dashboards, reporting tools, analytics platforms, and performance management environments.
- Familiarity with Power BI, Microsoft Copilot, automation tools, or similar digital solutions is an advantage.
Language
- Excellent written and verbal communication skills in English.
- Proficiency in German would be a significant asset.
- Fluency in the local language of the relevant business hub is required.
Additional Information
- Committed 13th month bonus
- Collaboratively yearly performance bonus
- Meal & Parking allowances
- Premium insurance for employee
- Flexible benefits
- Domestic and international training opportunity
- Career development program with buddy and mentoring program
- Good benefits of company activities, team building and year end party
- Opportunity to work in global projects of fast developing company and being a part of innovation team contributing initiative ideas to the digital transformation era
Disclaimer:
- Bosch does not charge any fees from candidates for interview participation under any circumstances
- Bosch does not request candidates to download applications or click on any links that require fees or lack credibility
- Bosch does not collect personal information without permission
- Candidates are advised to verify the authenticity of recruitment information by visiting Bosch's official career website (https://careers.smartrecruiters.com/BoschGroup/vietnam) or contacting Bosch directly through official communication channels
- If you encounter any suspicious activity or have doubts about the legitimacy of recruitment communications, please report them immediately to Bosch Vietnam
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