Manager, AI-Driven Customer Ops & Projects

Razer (Asia-Pacific) Pte. Ltd; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

Razer (Asia-Pacific) Pte. Ltd in Singapore seeks a leader to transform Customer Operations from a human-driven to an AI-driven model. You will architect and train customer-facing AI agents, enhance support automation, and define key performance indicators.

The role requires strong leadership in managing change and team dynamics, with a focus on metrics like Customer Satisfaction and automated resolution rates. Join a diverse team committed to innovation in customer service.

Qualifications

• 5+ years of experience in contact center or customer operations management.
• Hands-on experience with AI/automation deployment in support contexts.
• Exceptional logic engineering skills to create clean workflows and decision trees.

Responsibilities

• Lead the transformation of Customer Operations to an AI-driven model.
• Architect and train the customer-facing AI agent for high-performance.
• Design and oversee AI-assisted operations with defined escalation paths.

Skills

Contact center management

AI/automation deployment

Strong command of support metrics

Excel and business intelligence tools

Collaboration and team management

Job description

Razer (Asia-Pacific) Pte. Ltd in Singapore seeks a leader to transform Customer Operations from a human-driven to an AI-driven model. You will architect and train customer-facing AI agents, enhance support automation, and define key performance indicators.

The role requires strong leadership in managing change and team dynamics, with a focus on metrics like Customer Satisfaction and automated resolution rates. Join a diverse team committed to innovation in customer service.