Manager, Customer Operations and Projects

Joining Razer will place you on a global mission to revolutionize the way the world games, working across a global team located across five continents.

Job Responsibilities

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. As the primary architect and trainer for our customer-facing AI agent, you translate existing support knowledge into a high-performing, automated customer experience. You don't need to be a software engineer, but you must be a logic engineer—using advanced prompt engineering and data analysis so the AI drives customer issue resolution in adherence to our SOPs. You'll also oversee AI-assisted operations, design human-in-the-loop escalation paths, and lead your regional team through the shift to an AI-first way of working.

• Drive the core KPIs for AI agent performance — containment rate, CSAT, and NPS — alongside SLAs, AHT, and other productivity metrics

• Redefine SOPs, workflows, and Knowledge Base / FAQ content for an AI-driven support model, translating them into structured logic trees and playbooks the AI can follow

• Use case dashboards to investigate performance and review escalated cases to continuously improve the AI agent's troubleshooting and decision making

• Act as the voice of the AI within the Customer Service team, translating specialists' feedback into concrete AI agent improvements

• Partner with technical teams to report systemic bugs and recommend new product features that address root causes

• Define and execute the roadmap for shifting from human-led to AI-led support, sequencing use cases and managing change across regional teams

• Design and govern human-in-the-loop escalation, determining when and how issues route from the AI to human specialists

• Act as point of contact for regional executive escalations and manage them to closure, feeding learnings back into AI training

• Lead and reskill team members through the transition and advocate for the policy and governance changes required to scale AI support responsibly

Pre-Requisites

• 5+ years of contact center or customer operations management in a customer-centric environment, including project leadership and team management

• Hands-on experience deploying or operating AI/automation in a support context (conversational AI, agent-assist, or LLM-powered tools), including prompt engineering and building logic trees or playbooks, with measurable results

• A logic engineer's mindset: exceptional at turning an SOP into a clean workflow chart or decision tree

• Strong command of AI-driven support metrics such as containment, deflection, and automated resolution rate, alongside CSAT, NPS, SLAs, and AHT

• Comfortable using Excel or business intelligence tools to identify trends in case data

• A working understanding of how APIs and SQL queries function — enough to follow the logic

• Ability to collaborate with diverse global teams across international settings

• Bonus: experience with CRMs and managing third-party outsourced vendors (BPOs) adapting to AI-enabled workflows