Customer Operations Lead (Services)

Razer (Asia-Pacific) Pte. Ltd; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Razer (Asia-Pacific) Pte. Ltd in Singapore seeks a strategic Operations & Projects lead to drive transformation within the Customer Advocacy team for Razer Gold & Silver.

You will partner with IT, product and business teams to optimize workflows, implement AI-driven solutions, and monitor key customer experience metrics. The role requires 5+ years in operations or project management, a background in FinTech or digital services is a plus, and strong Mandarin and English communication skills.

Qualifications

• Diploma or Degree in Operations, IT, or related discipline.
• Minimum 5 years of experience in operations, project management, or contact centre environments.
• FinTech or digital industry experience is an advantage.
• Strong understanding of contact centre operations and process improvement.
• Experience in project management, workflow optimization, and stakeholder coordination.
• Good knowledge of AI, Generative AI, automation, and practical business applications.
• Experience in AI implementation or system integration is an advantage.
• Strong analytical, critical-thinking, and problem-solving skills.
• Proficient in Microsoft Office, particularly Excel and PowerPoint.
• Power BI and Oracle experience is preferred.
• Excellent communication skills with fluency in English and Mandarin.
• Additional local languages are a plus.
• Self-driven, resourceful, adaptable, and able to manage multiple priorities in a fast-paced environment.
• Familiarity with Razer Gold & Silver or other digital wallet ecosystems is a plus.
• Previous involvement in collaborating with and managing relationships with third-party outsourced vendors is advantageous for this role.

Responsibilities

• Drive operational excellence and transformation within Razer's Customer Advocacy team.
• Collaborate with cross-functional teams to optimize workflows and implement AI-driven solutions.
• Track and improve KPIs such as NPS, SLAs, and other performance metrics.
• Lead projects from planning to deployment and training.
• Coordinate IT, product, and technology teams for requirements and validation.
• Analyse data and feedback to identify trends and improvement opportunities.
• Respond to operational escalations as needed.
• Provide administrative and logistical support as required.

Skills

Operations

Project management

Contact centre

AI awareness

English & Mandarin

Education

Diploma or Degree in Operations, IT, or related discipline

Tools

Power BI

Oracle

Excel

PowerPoint

Job description

Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work, offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.

Job Responsibilities

• We are looking for a dynamic, strategic, and tech-savvy professional to play a key role in driving operational excellence and transformation within Razer's Customer Advocacy team, supporting the Razer Gold & Silver customer support function across global markets.
• You will work closely with cross-functional teams to optimize workflows, drive project implementations, and explore opportunities to leverage AI, automation, and technology integration to improve operational efficiency and service delivery.
• Collaborate with the contact center management team to drive achievement of key customer experience metrics, including Net Promoter Score (NPS), Service Level Agreements (SLAs), and other performance KPIs.
• Lead and coordinate projects, including planning, implementation, UAT, deployment, and user training.
• Work with IT, product, and technology teams to assess business requirements, coordinate implementation, and support testing and deployment of AI-driven solutions.
• Review and optimize operational workflows, processes, and SLAs to improve efficiency and service quality.
• Analyse operational data and customer feedback to identify trends, gaps, and improvement opportunities.
• Identify and drive AI, automation, and technology integration initiatives to enhance customer support capabilities and productivity.
• Collaborate with cross-functional teams and stakeholders to resolve operational challenges and deliver business improvements.
• Be available to respond to operational escalations during and, when required, outside office hours.
• Provide administrative and logistical support as required.
• Perform other duties and responsibilities as assigned.

Pre-Requisites

• Diploma or Degree in Operations, IT, or a related discipline.
• Minimum 5 years of experience in operations, project management, or contact centre environments.
• FinTech or digital industry experience is an advantage.
• Strong understanding of contact centre operations and process improvement.
• Experience in project management, workflow optimization, and stakeholder coordination.
• Good knowledge of AI, Generative AI, automation, and practical business applications.
• Experience in AI implementation or system integration is an advantage.
• Strong analytical, critical-thinking, and problem-solving skills.
• Proficient in Microsoft Office, particularly Excel and PowerPoint.
• Power BI and Oracle experience is preferred.
• Excellent communication skills with fluency in English and Mandarin.
• Additional local languages are a plus.
• Self-driven, resourceful, adaptable, and able to manage multiple priorities in a fast-paced environment.
• Familiarity with Razer Gold & Silver or other digital wallet ecosystems is a plus.
• Previous involvement in collaborating with and managing relationships with third-party outsourced vendors is advantageous for this role.

Equal Opportunity Employer

Razer is proud to be an Equal Opportunity Employer.

We believe that diverse teams drive better ideas, better products, and a stronger culture.

We are committed to providing an inclusive, respectful, and fair workplace for every employee across all the countries we operate in.

We do not discriminate on the basis of race, ethnicity, colour, nationality, ancestry, religion, age, sex, sexual orientation, gender identity or expression, disability, marital status, or any other characteristic protected under local laws.

Where needed, we provide reasonable accommodations - including for disability or religious practices - to ensure every team member can perform and contribute at their best.

Are you game? At Razer, you'll be at the forefront of the most exciting industry in the world: gaming. As gaming evolves, so does the ecosystem that powers it: hardware, software and services. Guided by our mission "For Gamers. By Gamers.", we create cutting-edge products and experiences that define the ultimate gameplay. Staying true to our mission, we're relentlessly pushing boundaries and leading the charge in AI for gaming, shaping the future of the industry. At Razer, you won't just witness this evolution; you'll help drive it. Joining Razer means being part of a global mission to bring gamers closer to the games they love. Whether you're crafting the next generation of gaming gear or powering our global operations behind the scenes, you'll take on meaningful work in a truly international, cross-cultural environment. The journey toward Being Phenomenal isn't always easy, but gamers excel through teamwork, grit, and problem-solving. Our people are what make Razer exceptional. Together, we'll take Razer to even greater heights. Razer is proud to be certified a Great Place to Work in both the United States and Singapore, and recognized as a Singapore Top Employer by the Top Employer Institute, reflecting our commitment to making your journey here a rewarding one.

Equal Opportunity Employer

Razer is proud to be an Equal Opportunity Employer.

We believe that diverse teams build better ideas and a stronger culture.

We are committed to providing an inclusive, respectful, and fair workplace for every employee.

We do not discriminate on the basis of race, ethnicity, colour, nationality, ancestry, religion, age, sex, sexual orientation, gender identity or expression, disability, marital status, or any other characteristic protected by the laws of the countries we operate in.

We also provide reasonable accommodations where needed - including for disability or religious practices - so every team member can perform and contribute at their best.