Senior Business Operations Manager at Unity Technologies

This Full time on site position offers great opportunities for career growth.

Unity's Entertainment CRO org is the growth and customer engagement engine for our Games and Entertainment customers. Within it, the Operations group exists to bring analytical rigor to how we set strategy and make decisions, ensure every customer-facing team is equipped to execute, and modernize how we engage with customers at scale.

What you’ll do:

• Lead the implementation of AI-driven customer support experience, from designing the customer journey, managing the Help Center experience, to the implementation of customer support AI chatbot.
• Establish a structured feedback loop between support and relevant product teams that surfaces recurring issues and drives resolution at the root cause.
• Ensure customer-facing teams are ready for new product and feature launches, including liaising with product teams to update the support knowledge base and address emerging customer issues, and planning training in collaboration with enablement.
• Partner with support leaders to establish a process for maintaining the Knowledge Base that optimizes for self-service, AI enhancements, and support agent contributions.
• Drive the technical solutioning for CRM and customer success tooling, from prioritizing features with end users to driving adoption, usage tracking, and gathering feedback.
• Own the end-to-end design and implementation of a revamped enablement portal for customer-facing teams, in collaboration with GTM enablement, that is easy to use, search, and maintain.
• Determine the key metrics for customer support and customer success, partnering with data teams on metric definitions, dashboard design, and automated reporting.
• Build automations and internal tools hands-on, and scale the larger builds in partnership with systems and data teams.

What we’re looking for:

• Strong customer empathy and an appreciation for what makes a customer’s experience easy and seamless.
• Process- and detail-oriented with proven experience in redesigning operational processes and delivering measurable improvement.
• Structured thinking, with the ability to take a vague problem and produce a clear diagnosis, a set of options, and a defensible recommendation.
• Track record of driving cross-functional programs from concept through adoption, working through influence rather than authority.
• Technical skillsets or strong technical savviness - enough to build simple tooling yourself, evaluate technical tradeoffs, and partner credibly with systems and data teams; hands-on experience with AI coding tools a plus.
• Data fluency: comfort working with numbers and using evidence to prioritize.
• Experience with customer support or customer success functions a plus.

Benefits:

• Comprehensive health, life, and disability insurance.
• Commute subsidy.
• Employee stock ownership.
• Competitive retirement/pension plans.
• Generous vacation and personal days.
• Support for new parents through leave and family-care programs.
• Office food snacks.
• Mental Health and Wellbeing programs and support.
• Employee Resource Groups.
• Global Employee Assistance Program.
• Training and development programs.
• Volunteering and donation matching program.

Life at Unity:

Unity is the world’s leading game engine, powering the experiences of over 3 billion users each month. The biggest mobile games, the most popular indie PC titles, innovative console games, as well as nearly all major XR experiences and web games are developed, deployed, and optimised with Unity. Unity also supports teams in sectors such as automotive, manufacturing, and healthcare to design, simulate, and collaborate in 3D - bridging the gap between ideas and reality.

Unity is a proud equal opportunity employer. We are committed to fostering an inclusive, innovative environment and celebrate our employees across age, race, colour, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law. Our differences are strengths that enable us to support the growing and evolving needs of our customers, partners, and collaborators.