Manager, Customer Operations and Projects (AI)

Location: Singapore

Company

Razer develops gamer-focused products and operates a global customer advocacy and technical support organization.

What you will do

• Lead the transformation of hardware technical support from a human-driven model to an AI-driven support operation.
• Design, train, and continuously improve a customer-facing AI agent using prompt engineering, logic trees, playbooks, and structured support knowledge.
• Drive containment rate, automated resolution, CSAT, NPS, SLA, AHT, and productivity performance.
• Redesign SOPs, workflows, knowledge bases, and FAQ content for AI-assisted customer issue resolution.
• Review escalated cases, govern human-in-the-loop routing, and feed support insights into AI improvements and product recommendations.
• Lead regional teams through reskilling, change management, and the transition to AI-first operations.

Requirements

• 5+ years of contact center or customer operations management experience in a customer-centric environment.
• Experience leading projects and managing teams.
• Hands-on experience deploying or operating conversational AI, agent-assist, or LLM-powered support tools, including prompt engineering and measurable results.
• Ability to convert SOPs and written instructions into workflow charts, logic trees, and decision-making playbooks.
• Experience with AI support metrics, case-data analysis using Excel or business intelligence tools, and an understanding of APIs and SQL queries.
• Ability to collaborate with diverse global teams and adapt to different cultural environments.

Nice to have

• Experience with CRM systems.
• Experience managing third-party outsourced vendors or BPOs in AI-enabled workflows.

Culture & Benefits

• Work across a global team spanning five continents.
• Participate in a gamer-centric workplace focused on personal and professional growth.
• Work in an inclusive environment committed to equal opportunity and reasonable accommodations.