Customer Experience and Product Operations Specialist

HoYoverse; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

HoYoverse is seeking a Customer Experience and Product Operations Specialist to enhance customer journeys and optimize service operations. The ideal candidate will have a strong background in operations, project management, and a passion for improving customer experiences in a fast-paced environment.

Qualifications

• 5+ years of experience in customer experience or operations.
• Proven track record of improving complex service operations.
• Exposure to AI-based support tools or digital CX transformation.

Responsibilities

• Drive optimization of customer support workflows and tools.
• Collaborate with product and operations teams for seamless execution.
• Lead initiatives involving automation and process transformation.

Skills

Project Management

Customer Experience

Operations

Automation

AI/Tech Tools

Job description

Customer Experience and Product Operations Specialist

Who Are We?

HoYoverse is committed to providing immersive virtual world experiences to players around the world. We have brought fans popular games including Genshin Impact, Honkai: Star Rail, Honkai Impact 3rd, Tears of Themis, and Zenless Zone Zero, as well as a wide range of entertainment content.

Community is at the heart of everything we do. We are devoted to engaging fans and fostering an enthusiastic and inclusive global community that provides access and encouragement for people to share their passion for ACG (Animation, Comics, and Games) through their own creativity and skills.

Pushing the boundaries of imagination, we consistently explore cutting-edge game development technologies, and have accumulated leading technical capabilities in cel shading, cloud gaming, and other fields.

In the future, we will continue to expand our content production, technology research, and publishing duties through operations in offices in Singapore, Montreal, Los Angeles, Tokyo, Seoul, and other areas.

When you apply to a position with HoYoverse, we will process your personal data. To learn more about how we process your data, we encourage you to review our comprehensive Global Applicant and Candidate Privacy Policy . This policy provides detailed insights into how your information is collected, used, and protected throughout the application process.

About the Role:
We are looking for a highly capable and driven Customer Experience and Product Operations Specialist with a strong background in operations. This is not a traditional support role — we are seeking someone who can operate across functions, bring structure to chaos, and push forward initiatives that elevate our end-to-end customer journey. You may come from operations, product, or business roles, but you understand what great customer experience looks like and how to make it happen at scale.

What You Will Do:

• Drive the optimization of customer support workflows, systems, and tools to improve efficiency and service quality.
• Collaborate closely with product, operations, and customer-facing teams to ensure seamless execution and feedback loops.
• Lead initiatives involving automation, process transformation, and the application of AI/tech tools in the CX space.
• Own key operational projects from ideation to rollout — with a focus on impact, execution, and iteration.
• Act as a strong internal advocate for the customer, helping the organization balance experience with scalability.

What We Are Looking For:

• 5+ years of experience in customer experience, operations, or related business functions.
• Proven track record of improving complex service operations or driving impactful projects across teams.
• Strong project management skills with a hands-on, get-things-done mentality.
• Exposure to AI-based support tools, automation, or digital CX transformation is a strong advantage.
• High learning agility, adaptability, and the ability to thrive under pressure in a fast-changing environment.
• Background in tech, e-commerce, gaming, or other fast-paced sectors is preferred.

We are an equal opportunity employer that believes diverse backgrounds are key to bringing our concepts to life. If you're looking to play a key role in creating the best immersive virtual world experience for our users, we invite you to join our team.

Apply for this job

*

indicates a required field

First Name *

Last Name *

Email *

Phone *

Resume/CV *

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Do you hold Singaporean Citizenship or Permanent Residency? * Select...

We are required by the Ministry of Manpower to provide statistics on our local and foreign hire numbers.

Will you now or in the future require a working visa sponsorship? * Select...

(Skip if you don't require a working visa sponsorship) Date of birth:

(Skip if you don't require a working visa sponsorship) Place of birth (state/province):

Gaming experiences (e.g. game name, playing hours, highest level) (if any):

Have you, or anyone whom you have a personal relationship with, been engaged in any form of employment with us? * Select...

Are you currently interviewing with HoYoverse or any of its subsidiaries? * Select...

How did you first hear about this job? * Select...

If you chose HoYoverse Employee, HoYoverse Event, or Other in the previous question, please specify here:

Are you open to us reassigning your application to another role? * Select...