Manager, Customer Operations and Projects (AI)

Location: Singapore

Company

Razer is a global leader in gaming hardware and software dedicated to revolutionizing the way the world games.

What you will do

• Lead the transition of the Customer Operations (Hardware) Technical Support team from human-led to AI-led support.
• Architect and train customer-facing AI agents using advanced prompt engineering and structured logic trees.
• Drive core KPIs for AI performance, including Containment Rate, CSAT, and NPS, alongside SLAs and AHT.
• Redesign SOPs, workflows, and Knowledge Base content into playbooks that the AI can execute.
• Partner with technical teams to report systemic bugs and recommend product features to address root causes of user complaints.
• Manage regional executive escalations and lead the reskilling of team members during the AI transition.

Requirements

• 5+ years of contact center or customer operations management experience in a customer-centric environment.
• Hands-on experience deploying LLM-powered tools or conversational AI, including prompt engineering and building logic trees.
• Ability to translate complex instructions or SOPs into clean workflow charts and decision trees.
• Strong command of AI-driven support metrics (containment, deflection, automated resolution rate).
• Proficiency with Excel/BI tools and a working understanding of how APIs and SQL queries function.
• Must be based in Singapore.

Nice to have

• Experience with CRMs.
• Experience managing third-party outsourced vendors (BPOs) adapting to AI-enabled workflows.

Culture & Benefits

• Opportunity to make a global impact within a team spanning 5 continents.
• Accelerated personal and professional growth in a gamer-centric environment.
• Inclusive and respectful workplace committed to diversity and equal opportunity.
• Support for reasonable accommodations to ensure all team members can perform at their best.