# Manager, Customer Operations and Projects

**Company**: Razer
**Location**: Singapore
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Technology

**Apply**: https://razer.wd3.myworkdayjobs.com/en-US/Careers/job/Singapore/Manager--Customer-Operations-and-Projects_JR2026007630?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_128461d4-a6b

## Description

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.

## Skills

### Required
- AI-driven support metrics
- prompt engineering
- logic trees
- workflow chart
- Excel
- business intelligence tools
- APIs
- SQL queries
- CRMs
- project leadership
- team management

### Nice to have
- experience with CRMs
- managing third-party outsourced vendors (BPOs) adapting to AI-enabled workflows

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Source: [Apply at razer.wd3.myworkdayjobs.com](https://razer.wd3.myworkdayjobs.com/en-US/Careers/job/Singapore/Manager--Customer-Operations-and-Projects_JR2026007630?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)