AI Knowledge & Projects Lead, Customer Ops

Razer; Singapore; On-site; SGD 70,000 - 110,000; Full time

Benefits offered by this job

Equal opportunity employer

Global team across continents

Job summary

Razer Singapore seeks a Knowledge & Content Manager to lead the redesign and governance of our customer support knowledge base for an AI-driven environment. You will own the content strategy and ensure accuracy for both AI agents and human agents across our global operations.

You’ll drive process automation, set content standards, and monitor quality with PMP preferred and a degree in PM or related field. Join a fast-growing, gamer-first team in Singapore.

Qualifications

• 3–5 years of experience across project management and knowledge/content management.
• Strong judgment for ambiguous, undocumented, or high-stakes situations.
• Experience with knowledge management systems or platforms.
• Familiarity with structuring SOPs and articles for AI-powered support tools.
• Strong analytical skills to interpret knowledge base and AI performance metrics.
• Proficiency in content creation, editing, and curation.
• Ability to work independently and manage multiple projects concurrently.
• Strong interpersonal skills for stakeholder management.
• Customer-focused mindset with hands-on comfort with AI tools.
• PMP certification is preferred.
• A degree or diploma in Project Management, or equivalent experience.

Responsibilities

• Lead projects to redesign knowledge and content for an AI-driven support model.
• Own the knowledge base used by AI and human agents.
• Define governance, guardrails, and escalation rules for AI interactions.
• Oversee design of knowledge architecture and content standards for AI dependencies.
• Review AI-handoff cases and drive improvements across content, process, and policy.
• Collaborate with global teams to ensure timely content updates and relevance.
• Monitor knowledge quality and sign off on content before publishing.
• Set the human-in-the-loop processes for content validation and updates.
• Act as the primary liaison for the global customer operations team.

Skills

Project management

Knowledge management

Content creation

Stakeholder management

AI tooling familiarity

PMP certification

Degree in PM or related field

Education

Bachelor's degree in PM or related field

PMP certification

Diploma/degree in PM

Tools

Content management platforms

Job description

Razer Singapore seeks a Knowledge & Content Manager to lead the redesign and governance of our customer support knowledge base for an AI-driven environment. You will own the content strategy and ensure accuracy for both AI agents and human agents across our global operations.

You’ll drive process automation, set content standards, and monitor quality with PMP preferred and a degree in PM or related field. Join a fast-growing, gamer-first team in Singapore.