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About the Role

Unity's Entertainment CRO organization is the growth and customer engagement engine for our Games and Entertainment customers. The Operations group within this organization brings analytical rigor to strategy setting and decision-making, ensures customer-facing teams are equipped to execute, and modernizes customer engagement at scale. We are seeking a Senior Business Operations Manager to modernize our sales, success, support, and enablement functions by diagnosing process inefficiencies and designing improved solutions, which may include process redesign, automation, new system capabilities, or AI-powered experiences. You will be responsible for implementation and may build automations and internal tools directly, scaling larger builds with systems and data teams.

Responsibilities

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.

Requirements

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.
Sufficient knowledge of English for professional verbal and written exchanges, as frequent communication with global colleagues is required.

Skills

AI coding tools

Location

Zone A
Zone B

Work Type

Full-time

Experience Level

Senior

Salary/Compensations

Zone A: CA$109,800 - CA$159,800 CAD gross
Zone B: CA$118,500 - CA$168,500 CAD gross

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

About the Company

Unity [NYSE: U] is the world’s leading game engine, powering play for more than 3 billion consumers each month. The top mobile games in the world, the most played PC indie titles, the most innovative console games, and virtually all of the top XR and Web Games are developed, deployed, and grown in Unity. Unity also enables teams across industries like automotive, manufacturing, and healthcare to design, simulate, and collaborate in 3D — closing the gap between ideas and reality. For more information, please visit www.unity.com.

Equal Opportunity

Unity is a proud equal opportunity employer. We are committed to fostering an inclusive, innovative environment and celebrate our employees across age, race, color, 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. If you have a disability that means there are preparations or accommodations we can make to help ensure you have a comfortable and positive interview experience, please fill out this form to let us know.