Manager, Customer Operations and Projects

Join Razer's global mission to revolutionise the way the world games.

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.

Job Responsibilities :

• Drive core KPIs for AI agent performance , Containment Rate, Customer Satisfaction (CSAT), and Net Promoter Score (NPS) , alongside SLAs, AHT, and other productivity metrics.
• Redefine and redesign SOPs, workflows, and Knowledge Base / FAQ content for an AI-driven support model.
• Use case dashboards to investigate performance and review escalated cases to identify areas for improvement.
• 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 and recommend new product features.
• Define and execute the roadmap for shifting from human-led to AI-led support.
• Design and govern human-in-the-loop escalation.
• Act as point of contact for regional executive escalations.
• Lead and reskill team members through the transition.

Pre-Requisites :

• 5 years+ of contact center or customer operations management experience.
• Hands-on experience deploying or operating AI/automation in a support context.
• A logic engineer's mindset.
• Strong command of AI-driven support metrics.
• Comfortable using Excel or business intelligence tools.
• A working understanding of how APIs and SQL queries function.
• Ability to collaborate seamlessly with diverse global teams.