Manager, Customer Operations and Projects (AI-Driven Customer Support)

Location: Singapore

Company

Razer builds gamer-focused products and operates globally across multiple regions.

What you will do

• Architect and train a customer-facing AI agent by translating existing support knowledge into structured logic trees and step-by-step playbooks.
• Drive AI agent performance KPIs (Containment Rate, CSAT, NPS) and manage related operational metrics (SLAs, AHT, productivity).
• Redesign SOPs, workflows, and Knowledge Base/FAQ content for an AI-driven support model and continuously improve AI resolution quality.
• Review escalated cases and use case dashboards to identify gaps and feed improvements back into AI training and workflows.
• Design and govern human-in-the-loop escalation paths and manage regional executive escalations through to closure.
• Lead team reskilling and cross-functional projects, partnering with technical teams to report systemic issues and recommend product improvements.

Requirements

• 5+ years of contact center or customer operations management experience, including project leadership and team management.
• Hands-on experience deploying or operating AI/automation in support contexts (conversational AI, agent-assist, or LLM-powered tools), including prompt engineering and measurable results.
• Ability to convert SOPs into clean workflows, decision trees, or workflow charts (logic engineer mindset).
• Strong understanding of AI support metrics (containment/deflection/automated resolution) and customer metrics (CSAT, NPS, SLAs, AHT).
• Comfort with Excel or business intelligence tools to analyze case data and trends.
• Working understanding of APIs and SQL query logic to follow troubleshooting and decision-making flows.

Nice to have

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

Culture & Benefits

• Global mission with collaboration across teams located across 5 continents.
• Customer-centric, AI-first transformation work with emphasis on quality governance.
• Opportunity to reskill and lead change across regional stakeholders.
• Equal opportunity employer committed to inclusive and respectful workplace practices.

Hiring process

• Interviews focused on AI-driven support transformation experience, metrics ownership, and ability to translate SOPs into logic workflows.
• Discussion of leadership approach to human-in-the-loop escalation design and cross-regional change management.