Manager, Customer Operations and 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

Job Responsibilities

• Lead the transformation of the Customer Operations (Hardware) Technical Support team from a human‑driven model to an AI‑driven one.
• Serve as the primary architect and trainer for the customer‑facing AI agent, translating existing support knowledge into a high‑performing, automated customer experience.
• Build and oversee day‑to‑day AI‑assisted operations, designing human‑in‑the‑loop escalation paths and guiding the regional team through the shift to an AI‑first way of working.
• Drive core KPIs for the AI agent, including Containment Rate, Customer Satisfaction (CSAT), Net Promoter Score (NPS), SLAs, AHT, and other productivity metrics.
• Redefine and redesign SOPs, workflows, and Knowledge Base / FAQ content into structured logic trees and step‑by‑step playbooks that the AI can follow, applying advanced prompt engineering.
• Use dashboards to investigate AI performance, review escalated cases, and continuously improve the AI agent’s troubleshooting and decision‑making.
• Act as the voice of the AI within the Customer Service team, turning support specialists’ feedback into concrete AI agent improvements.
• Partner with technical teams to report systemic bugs and recommend new product features that address user complaints at the root.
• Define and execute the roadmap for shifting from human‑led to AI‑led support, sequencing use cases for automation and managing change across regional teams and stakeholders.
• Design and govern human‑in‑the‑loop escalation, determining when and how issues transition from the AI to human specialists while protecting the customer experience.
• Act as the point of contact for regional executive escalations for the technical support team, manage them through to closure, and feed learnings back into AI training and workflows.
• Lead and reskill team members through the transition, deliver cross‑functional projects that enhance the customer experience and improve processes, and advocate for required policy and governance changes.

Pre‑Requisites

• 5+ years of contact center or customer operations management in a customer‑centric environment, with successful project leadership and team management experience.
• Hands‑on experience deploying or operating AI/automation in a support context (conversational AI, agent‑assist, or LLM‑powered tools), including prompt engineering and building logic trees or playbooks with measurable results.
• Logic engineer mindset: exceptional at converting an SOP or paragraph of instructions into a clean workflow chart or decision tree.
• Strong command of AI‑driven support metrics such as containment, deflection, and automated resolution rate, alongside CSAT, NPS, SLAs, and AHT.
• Comfortable using Excel or business intelligence tools to identify trends in case data.
• Working understanding of how APIs and SQL queries function—enough to follow the logic without writing them.
• Ability to collaborate seamlessly with diverse global teams, adapting to various cultures and fostering productive working relationships across international settings.
• Bonus: experience with CRMs and managing third‑party outsourced vendors (BPOs) adapting to AI‑enabled workflows.

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.