Manager, Customer Operations and Projects

Razer (Asia-Pacific) Pte. Ltd; Singapore; On-site; SGD 120,000 - 180,000; Full time

Benefits offered by this job

Great place to work

Global team exposure

Job summary

Razer is seeking a strategic leader to transform our Customer Operations (Hardware) Technical Support into an AI-driven model. You will design the AI agent's workflows, train the system, and ensure seamless human-in-the-loop escalation when needed.

You will lead a regional team, drive AI performance KPIs (containment, CSAT, NPS), redefine SOPs, and partner with tech teams to fix root issues while scaling responsible AI support globally.

Qualifications

• 5+ years in contact center or customer operations management with project leadership.
• Hands-on experience deploying AI/automation in support with measurable results.
• Logic engineer mindset: translate SOPs into workflows or decision trees.
• Strong AI-driven metrics knowledge (containment, deflection, automated resolution).
• Familiarity with Excel or BI tools for data trends.
• Understanding of APIs and SQL at a conceptual level.
• Ability to collaborate with diverse global teams across regions.

Responsibilities

• Lead transformation of our Customer Operations (Hardware) Technical Support to an AI-driven model.
• Architect and train our customer-facing AI agent and ensure high-quality automated resolution.
• Oversee day-to-day AI-assisted operations and human-in-the-loop escalation paths.
• Drive core KPIs for AI agent performance (containment, CSAT, NPS) and SLAs.
• Redefine SOPs, workflows, and Knowledge Base content for AI-driven support.
• Partner with technical teams to report bugs and propose product features.
• Define roadmap for automation, sequencing use cases and managing change.
• Govern human-in-the-loop escalation and protect customer experience.

Skills

AI-driven support metrics

Prompt engineering

Team management

Cross-cultural collaboration

APIs & SQL basics

Tools

Excel

BI tools

APIs

Job description

Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work, offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.

Job Responsibilities

You will play a pivotal role within our Customer Advocacy department, leading the transformation of our Customer Operations (Hardware) Technical Support team from a human-driven support model to an AI-driven one. As the primary architect and trainer for our customer-facing AI agent, you are the bridge between our customer service goals and the AI’s execution — translating our existing support knowledge into a high-performing, automated customer experience. You don’t need to be a software engineer, but you must be a logic engineer: using advanced prompt engineering and data analysis to ensure our AI doesn’t just answer questions, but drives customer issue resolution in adherence to our SOPs. Alongside building the AI, you will oversee day-to-day AI-assisted operations, design the human-in-the-loop escalation paths that protect quality, and lead your regional team through the shift to an AI-first way of working. Drive the core KPIs for AI agent performance — Containment Rate (how many issues the AI resolves start to finish), Customer Satisfaction (CSAT), and Net Promoter Score (NPS) — alongside SLAs, AHT, and other productivity metrics Redefine and redesign our SOPs, workflows, and Knowledge Base / FAQ content for an AI-driven support model, translating them into structured logic trees and step-by-step playbooks the AI can follow, and applying advanced prompt engineering to drive customer issue resolution and a world-class customer experience Use case dashboards to investigate performance and regularly review escalated cases (where the AI agent handed over to a human) to identify and continuously improve the AI agent’s troubleshooting and decision making Act as the voice of the AI within the Customer Service team, translating support specialists’ feedback into concrete AI agent improvements Partner with technical teams to report systemic bugs (e.g., wrong API logic) and recommend new product features that address users’ reported 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 route from the AI to human specialists while protecting the customer experience Act as point of contact for regional executive escalations for the technical support team and manage them through to closure, feeding 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 the policy and governance changes required to scale AI support responsibly.

Pre-Requisites

• 5 years+ of contact center or customer operations management in a customer-centric environment, including 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
• A logic engineer’s mindset: exceptional at taking a paragraph of instructions or an SOP and turning it 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
• A working understanding of how APIs and SQL queries function — enough to follow the logic, without needing to write them yourself
• Ability to collaborate seamlessly with diverse global teams, adapting to various cultures, and fostering productive working relationships across international settings
• Bonus points: experience with CRMs and managing third-party outsourced vendors (BPOs) adapting to AI-enabled workflows

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.

Are you game? At Razer, you’ll be at the forefront of the most exciting industry in the world: gaming. As gaming evolves, so does the ecosystem that powers it: hardware, software and services. Guided by our mission “For Gamers. By Gamers.”, we create cutting-edge products and experiences that define the ultimate gameplay. Staying true to our mission, we’re relentlessly pushing boundaries and leading the charge in AI for gaming, shaping the future of the industry. At Razer, you won’t just witness this evolution; you’ll help drive it. Joining Razer means being part of a global mission to bring gamers closer to the games they love. Whether you’re crafting the next generation of gaming gear or powering our global operations behind the scenes, you’ll take on meaningful work in a truly international, cross-cultural environment. The journey toward Being Phenomenal isn’t always easy, but gamers excel through teamwork, grit, and problem-solving. Our people are what make Razer exceptional. Together, we’ll take Razer to even greater heights. Razer is proud to be certified a Great Place to Work® in both the United States and Singapore, and recognized as a Singapore Top Employer by the Top Employer Institute, reflecting our commitment to making your journey here a rewarding one.

Equal Opportunity Employer At Razer, we believe diverse teams build better ideas and a stronger culture. We are committed to providing an inclusive, respectful, and fair workplace for every employee. 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 by the laws of the countries we operate in. We also provide reasonable accommodations where needed —including for disability or religious practices — so every team member can perform and contribute at their best.