Senior Manager, Customer Operations

2 weeks ago

Singapore Razer USA Ltd. Full time
Getting onboard Razer will place you on a global mission to revolutionize the way the world games.

Razer is a place to do great work, offering you the opportunity to make an impact globally while working across a global team located across 5 continents.

Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.


Job Responsibilities:


The Senior Manager of Global Customer Operations (Hardware) is expected to lead the Global Customer Operations team on managing customer expectations and the overall customer experience with regards to warranty repair & replacement technical support.

The position directs and oversees global customer operations and warranty repair & replacement policies, objectives, and initiatives, and is expected to provide operational direction.


Job Description:

  • Implement and manage end user RMA, technical support, fraud prevention processes and procedures
  • Partner with internal Razer stakeholders to ensure that replacement(s) are shipped in a timely manner
  • Conduct ongoing analysis of contact drivers to drive continuous improvement in service levels, and overall customer experience
  • Partner closely with internal teams (Advanced Product Support, Biz Ops, Service Technology and Repair Operations) to establish clear responsibilities and processes to maximize customer experience and operational excellence
  • Partner closely with Sales & Marketing teams to support ongoing sales campaigns
  • Monitor and analyze key metrics and reporting to make sure defined productivity and customer satisfaction service levels are met
  • Advocate for process and policy changes that improve customer experience
  • Handle highprofile customer escalations

Pre-Requisites:

  • 8 years global customer service, social media support for consumer electronics hardware and software
  • Ability to lead a global team in delivering support to customers across US/EU/RAP
  • Strong analytical and problem solving skills
  • Strong project management skills including planning, scheduling, prioritization, action items tracking, and project communication
  • Ability to work with global teams across multiple cultures
  • Ability to work in a fastpaced environment and ability to prioritize work and focus on generating business results
  • Attention to detail with excellent organizational capabilities
  • Ability to prioritize with superior time management skills
  • Ability to communicate corporate objectives ensuring understanding and action in order to achieve goals
  • Excellent interpersonal, verbal and written communication skills
  • Inspire team members toward a culture of customer centricity and continuous improvement
  • Focused on generating measurable results
  • Ability to work under pressure and manage multiple activities at the same time
  • Experience with third party outsourced vendors highly preferred
Are you game?

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