Director, Global Customer Operations (Hardware)

Location: Asia-Pacific - Singapore
BU/Function: Customer Advocacy
Seniority: Business Leadership
Job Code: 1804
The Director 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 and ecommerce order 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 Responsibilities

  • Implement and manage end user RMA, ecommerce order support, fraud prevention processes and procedures
  • Partner with internal Razer stakeholders to ensure that replacement and ecommerce orders 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 (Web Store, Order Management, Finance, Accounting, and IT) to establish clear responsibilities and processes that 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 high-profile customer escalations
  • Develop and maintain subject matter expertise across functional areas of responsibility
  • Responsible for managing all customer interaction channels: voice, email, chat, social media, community support

Pre-Requisites

  • 10 years global customer service, ecommerce order support, social media support for consumer electronics hardware and software
  • 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 fast-paced 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