Customer Advocacy Operations Specialist

Razer · Singapore Join Razer's Customer Advocacy team to drive operational excellence and transformation. You will work closely with cross-functional teams to optimise workflows, drive project implementations, and explore opportunities to leverage AI, automation, and technology integration to improve operational efficiency and service delivery. Job Responsibilities: Collaborate with the contact centre management team to drive achievement of key customer experience metrics, including Net Promoter Score (NPS), Service Level Agreements (SLAs), and other performance KPIs. Lead and coordinate projects, including planning, implementation, UAT, deployment, and user training. Work with IT, product, and technology teams to assess business requirements, coordinate implementation, and support testing and deployment of AI-driven solutions. Review and optimise operational workflows, processes, and SLAs to improve efficiency and service quality. Analyse operational data and customer feedback to identify trends, gaps, and improvement opportunities. Identify and drive AI, automation, and technology integration initiatives to enhance customer support capabilities and productivity. Collaborate with cross-functional teams and stakeholders to resolve operational challenges and deliver business improvements. Be available to respond to operational escalations during and, when required, outside office hours. Provide administrative and logistical support as required. Perform other duties and responsibilities as assigned. Pre-Requisites: Diploma or Degree in Operations, IT, or a related discipline. Minimum 5 years of experience in operations, project management, or contact centre environments. FinTech or digital industry experience is an advantage. Strong understanding of contact centre operations and process improvement. Experience in project management, workflow optimisation, and stakeholder coordination. Good knowledge of AI, Generative AI, automation, and practical business applications. Experience in AI implementation or system integration is an advantage. Strong analytical, critical-thinking, and problem-solving skills. Proficient in Microsoft Office, particularly Excel and PowerPoint. Power BI and Oracle experience is preferred. Excellent communication skills with fluency in English and Mandarin. Additional local languages are a plus. Self-driven, resourceful, adaptable, and able to manage multiple priorities in a fast-paced environment. Familiarity with Razer Gold & Silver or other digital wallet ecosystems is a plus. Previous involvement in collaborating with and managing relationships with third-party outsourced vendors is advantageous for this role