Global Customer Operations Lead | AI & Automation

Razer

Singapore

In loco

SGD 90.000 - 150.000

Tempo pieno

3 giorni fa

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Descrizione del lavoro

Razer in Singapore seeks a dynamic operations and project leader to drive transformation within the Customer Advocacy team for global markets. You will optimize workflows, coordinate cross-functional initiatives, and explore AI-driven solutions to boost efficiency and service quality.

The role requires strong analytics, stakeholder coordination, and a hands-on approach to implementing automation across contact centre processes, with responsibilities including defining KPIs and supporting global

Competenze

Diploma or Degree in Operations, IT, or a related discipline.
Minimum 5 years of experience in operations, project management, or contact centre environments.
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.
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.
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.

Mansioni

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.