Senior Business Operations Manager

The opportunity: 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. We are hiring a Senior Business Operations Manager to modernize how our sales, success, support, and enablement functions run. Your job is to diagnose why a process isn’t working and design something better. The right answer is sometimes a redesigned process flow, and sometimes automation, a new system capability, or an AI-powered experience. You will take the reins on implementation and see it through. Sometimes, you will need to build automations and internal tools yourself and scale the larger ones with systems and data teams. 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 Base Salary Range: We determine the base salary range for this role based on your primary work location:Zone A: CA$109,800 - CA$159,800 CAD grossZone B: CA$118,500 - CA$168,500 CAD gross Cette fourchette correspond au salaire de base prévu pour ce poste. En plus du salaire de base, ce poste peut donner droit à des attributions d’actions et à une participation à nos programmes d’incitation de l’entreprise, comme des primes annuelles discrétionnaires ou des commissions de vente. Le montant final de l’offre dépendra de plusieurs facteurs, notamment l’emplacement géographique ainsi que l’expérience pertinente, le parcours professionnel et les compétences du/de la candidat(e). This range reflects the anticipated base salary for this position. Beyond base salary, this role may be eligible for equity awards and participation in our company incentive plans (such as annual discretionary bonuses or sales commissions). The final offer amount will depend on several factors, including geographic location and the candidate’s relevant experience, professional background, and skill set. Avantages Chez Unity, nous voulons que nos membres d’équipe s’épanouissent. Nous offrons un large éventail d’avantages conçus pour soutenir le bien-être et l’équilibre travail-vie personnelle. Veuillez noter: L’admissibilité aux avantages, les offres spécifiques et la couverture varient selon le pays et le statut d’emploi. Bien que les avantages précis puissent varier, voici certaines des façons dont nous nous efforçons de prendre soin de nos membres d’équipe admissibles à l’échelle mondiale : assurance santé, vie et invalidité complète | Subvention pour les déplacements | Participation des employés à l’actionnariat | Régimes de retraite/pension compétitifs | Vacances et congés personnels généreux | Soutien aux nouveaux parents grâce à des congés et des programmes de soutien aux familles | Collations offertes au bureau | Programmes et soutien en matière de santé mentale et de bien-être | Groupes-ressources pour employés | Programme mondial d’aide aux employés | Programmes de formation et de perfectionnement | Programme de bénévolat et de jumelage de dons La vie chez Unity Unity [NYSE : U] est le premier moteur de jeu au monde, propulsant les expériences de plus de 3 milliards d’utilisateurs(rices) chaque mois. Les plus grands jeux mobiles, les titres indépendants PC les plus populaires, des jeux console parmi les plus innovants, ainsi que la quasi-totalité des principales expériences XR et jeux Web sont développés, déployés et optimisés avec Unity. Unity accompagne également des équipes dans des secteurs tels que l’automobile, l’industrie manufacturière et la santé pour concevoir, simuler et collaborer en 3D - comblant ainsi l’écart entre les idées et la réalité. Pour plus d’informations, veuill