Senior Projects Specialist (AI)

TL;DR

Senior Projects Specialist (AI): Leading the transition of customer hardware support from human-driven to AI-driven models with an accent on knowledge base architecture and process redesign. Focus on optimizing LLM-powered support tools, establishing AI governance, and ensuring knowledge accuracy through human-in-the-loop validation.

Location: Singapore

Company

Razer is a global company dedicated to revolutionizing the gaming industry through gamer-centric hardware and software.

What you will do

• Lead end-to-end AI-enablement projects, determining scope, sequencing, and trade-offs.
• Redesign support processes and SOPs to fit an AI-driven operational model.
• Manage the knowledge architecture and content standards that power the AI agent.
• Review AI-handoff cases to diagnose failures and implement necessary system improvements.
• Establish governance guardrails for AI responses to protect the brand and customer experience.
• Collaborate with global technical support teams to ensure projects are delivered on time and budget.

Requirements

• 3-5 years of experience in project and knowledge management within customer service or tech support.
• Experience with knowledge management platforms and systems.
• Familiarity with how AI, LLMs, and chatbots consume knowledge content.
• Strong analytical skills to interpret AI performance metrics (containment, deflection, etc.).
• Proficiency in content creation, editing, and curation for technical accuracy.
• Degree in Project Management or equivalent experience; PMP certification preferred.

Culture & Benefits

• Opportunity to work within a global team spanning 5 continents.
• Unique, gamer-centric #LifeAtRazer experience.
• Accelerated professional and personal growth opportunities.
• Inclusive, respectful, and fair workplace committed to equal opportunity for all.