Product Operations Specialist, Zalo

As a key player in operating security mechanisms and safeguarding Trust & Safety, you will be responsible for monitoring, optimizing incident response processes, and engineering "smart" security barriers to ensure a secure and sustainable Zalo ecosystem.

Product Policy & Security Design

• Optimize Authentication Journeys: Design and enhance multi-layer authentication solutions (2FA, Biometrics, KYC) to achieve the ideal balance between rigorous security and a frictionless user experience;
• Standardize Operating Frameworks: Establish comprehensive SOPs for account recovery, appeals/complaints handling, and define policy sets to prevent abusive behaviors on the platform;
• Cross-functional Collaboration: Partner closely with Product & Engineering teams to integrate proactive defense features, empowering users to protect themselves and their accounts from fraud.

Insights & Risk Analytics

• Data-Driven Governance: Provide deep-dive reports on operational health (SLA, incident volume) and forecast attack trends based on real-time data;
• Fraud Detection & Optimization: Propose process improvements by tracking behavioral data and identifying complex fraud patterns;
• Global Benchmarking: Research operational models from global Big Tech and emerging attack vectors to minimize risks and reduce "friction" for legitimate users.

Incident Management

• Response Coordination: Directly intake, classify, and orchestrate the response to security incidents, ranging from individual account takeovers to systemic data breach risks;
• Root Cause Analysis (RCA): Conduct proactive post-mortems after incidents to implement permanent fixes for operational vulnerabilities;
• Strategic Advisory: Build response playbooks and continuously update trends from the Abuse Operations team on high-tech scams (Deepfake, Social Engineering, etc.) to deploy timely user protection solutions.

Additional responsibilities

• Develop and maintain the company's legal compliance policies and procedures to ensure alignment with current legal regulations and industry standards;
• Conduct internal assessments and audits to identify potential compliance risks;
• Stay up-to-date with changes in legal regulations and industry standards to ensure the company remains compliant;
• Collaborate with relevant teams (legal, finance, business units,…) to address legal and compliance issues as needed.

• Experience: Minimum 3 years in Product Ops, Tech Ops, or Risk Ops. Preference will be given to candidates with a background in Information Technology, Cybersecurity, Anti-Fraud, or Fintech;
• Security Mindset: Deep understanding of common attack vectors (Phishing, Brute-force, Social Engineering) and their corresponding defense mechanisms;
• System Thinking: Excellent ability to analyze product logic, predict potential abuse cases, and identify operational loopholes;
• Data Proficiency: Proficient in SQL, Python, Excel, and Data Visualization tools to trace violations and model complex fraud patterns;
• Technical Writing & Communication: Ability to draft SOPs, technical reports, and response playbooks in a concise, logical, and stakeholder-friendly manner.