Senior Director, Global Customer Advocacy (Gaming)

TL;DR

Senior Director, Global Customer Advocacy (Gaming): Leading a global team to deliver best-in-class customer and technical support services with an accent on operational excellence of worldwide call and repair centers. Focus on optimizing post-purchase experiences, scaling global case management systems, and driving continuous improvement through data analytics.

Location: Based in Singapore

Company

Razer is a global leader in gaming hardware and software on a mission to revolutionize the way the world games.

What you will do

• Lead a global team of technical talents to deliver top-tier customer and technical support services.
• Develop and deploy a global customer service strategy to build strong engagement and excellence in customer experience.
• Own the post-purchase experience and support processes to ensure rapid resolution of customer-impacting issues.
• Scale critical processes and utilize data analytics to drive improvements in productivity and business performance.
• Collaborate with internal and external stakeholders to identify technical issues and implement product enhancements.
• Manage third-party outsourced vendors and foster a culture of continuous improvement and brand advocacy.

Requirements

• 10+ years of experience in global customer service, specifically within consumer electronics hardware and software.
• In-depth understanding of gaming technology, e-commerce, and supply chain management.
• Proven track record of leading and mentoring global functional teams across multiple cultures.
• Strong analytics skills with the ability to use data to drive decisions and performance.
• Exceptional project management, communication, and presentation skills.
• Must be located in Singapore.

Culture & Benefits

• Opportunity to work within a global team spanning five continents.
• Gamer-centric #LifeAtRazer experience with focus on accelerated personal and professional growth.
• Inclusive, respectful, and fair workplace committed to diversity and equal opportunity.
• Supportive environment providing reasonable accommodations for disability or religious practices.