Senior Manager, Customer Operations (Hardware)

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 DescriptionImplement and manage end user RMA, technical support, fraud prevention processes and proceduresPartner with internal Razer stakeholders to ensure that replacement(s) are shipped in a timely mannerConduct ongoing analysis of contact drivers to drive continuous improvement in service levels, and overall customer experiencePartner 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 excellencePartner closely with Sales & Marketing teams to support ongoing sales campaignsMonitor and analyze key metrics and reporting to make sure defined productivity and customer satisfaction service levels are metAdvocate for process and policy changes that improve customer experienceHandle high-profile customer escalationsDevelop and maintain subject matter expertise across functional areas of responsibilityResponsible for managing all customer interaction channels: voice, email, chat, social media, community supportPre-Requisites :8 years global customer service, social media support for consumer electronics hardware and softwareAbility to lead a global team in delivering support to customers across US/EU/RAPStrong analytical and problem solving skillsStrong project management skills including planning, scheduling, prioritization, action items tracking, and project communicationAbility to work with global teams across multiple culturesAbility to work in a fast-paced environment and ability to prioritize work and focus on generating business resultsAttention to detail with excellent organizational capabilitiesAbility to prioritize with superior time management skillsAbility to communicate corporate objectives ensuring understanding and action in order to achieve goalsExcellent interpersonal, verbal and written communication skillsInspire team members toward a culture of customer centricity and continuous improvementFocused on generating measurable resultsAbility to work under pressure and manage multiple activities at the same timeExperience with third party outsourced vendors highly preferredAre you game?