Senior Projects Specialist

About the Role

As a pivotal member of the Customer Advocacy team at Razer, you will spearhead projects and transform processes to transition our Customer Operations (Hardware) team from manual operations to an AI-powered support framework. Your primary responsibility will be managing our customer service knowledge base, the essential resource for our AI customer service agent, shaping and maintaining it to ensure efficient, accurate resolution of issues by both AI and technical support representatives. Additionally, you will oversee the AI's human supervision, deciding scope, validating responses, and addressing issues beyond AI's capability.

Key Responsibilities

• Lead end-to-end AI integration projects, making strategic decisions on project scope, order, and compromises while ensuring cross-team alignment.
• Evaluate which support workflows should be automated, assisted by AI, or remain human-operated, considering risk, customer experience, and exceptional cases beyond AI accuracy.
• Revamp support processes and standard operating procedures (SOPs) to fit an AI-centric model, developing protocols for both the AI system and human experts.
• Research complex or uncharted challenges, establish resolutions, and translate these into new AI-guided SOPs.
• Maintain responsibility for the accuracy and reliability of the knowledge base feeding AI, setting quality standards and approving content before deployment.
• Design the structural framework and content guidelines that govern AI knowledge usage, defining information organization and human corrections to AI-generated drafts.
• Analyze escalated cases and those handed off by AI to identify shortcomings and improvements across content, processes, or policies—acting as the critical human quality checkpoint.
• Establish governance and safety boundaries for AI responses, ensuring proper escalation mechanisms to human agents to protect customer satisfaction and brand reputation.
• Utilize AI and data analytics tools to identify knowledge gaps and create content drafts, applying judgment for prioritization and final approval.
• Serve as the main liaison for the global technical support team, managing project progress with accountability for budgets, deadlines, and outcome quality.

Prerequisites and Qualifications

• 3 to 5 years of experience in project management combined with knowledge or content management, preferably in customer service or technical support settings.
• Strong decision-making and analytical problem-solving skills for ambiguous, high-impact or undocumented situations beyond standard procedures.
• Experience working with knowledge management platforms, ideally in service or support environments.
• Understanding of AI and automation interaction with knowledge content, such as configuring SOPs and articles for chatbots, agent-assist systems, or large language model (LLM) support tools.
• Proficient analytical ability to interpret AI and knowledge base metrics including usage, search success, issue containment, and customer deflection, then make data-driven improvements.
• Skilled in creating, editing, and curating content to ensure clarity, accuracy, and accessibility of knowledge resources.
• Capability to independently handle multiple concurrent projects.
• Excellent interpersonal aptitude for managing multiple stakeholders effectively.
• A customer-first approach and familiarity with AI tools and content management software.
• PMP certification preferred.
• Academic degree or diploma in Project Management or a closely related discipline, or equivalent professional experience.

Commitment to Diversity and Inclusion

Razer is an Equal Opportunity Employer dedicated to fostering a diverse and inclusive work culture. We embrace employees of all backgrounds without discrimination based on race, nationality, religion, gender identity, disability, marital status, or any characteristic protected by applicable laws. Accommodations for disabilities or religious observances are provided as needed to support all employees in performing their best work.