Global Customer Ops Lead: AI, Automation & Growth

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

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.