Senior Business Operations Manager

🔥 0 minutes ago

🌐 Canada, Finland, +2 more countries – Remote

🇨🇦 Canada – Remote 🇫🇮 Finland – Remote 🇬🇧 United Kingdom – Remote 🇺🇸 United States – Remote

💵 CA$109.8k - CA$168.5k / year

⏰ Full Time

🟠 Senior

⚙️ Business Operations

👻 Ghost score 0%

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Unity

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2005

🏭 Manufacturing

💼 Consulting

📣 Marketing

Manufacturing • Consulting • Marketing

Unity is a leading platform providing tools and services for creators to build games, apps, and immersive experiences. With high-quality graphics, multi-platform support, and AI enhancements, Unity empowers developers in video gaming and other industries like manufacturing. Unity offers services such as Unity Engine, Unity Cloud, and Unity Grow, which include real-time 3D creation, user acquisition, and game monetization. The company also provides extensive resources, community support, and professional training for creators at all levels. Through its success plans and developer resources, Unity aids in solving complex problems and bringing ideas to life for gaming and enterprise professionals.

📋 Description

• Lead implementation of an AI-driven customer support experience, including customer journey design, Help Center management, and customer support AI chatbot implementation • Establish feedback loops between support and product teams to surface recurring issues and drive root-cause resolution • Prepare customer-facing teams for product and feature launches by updating the support knowledge base, addressing emerging customer issues, and planning training with enablement • Partner with support leaders to maintain the Knowledge Base for self-service, AI enhancements, and support-agent contributions • Drive technical solutioning for CRM and customer success tooling, including feature prioritization, adoption, usage tracking, and feedback gathering • Own end-to-end design and implementation of a revamped enablement portal with GTM enablement • Define customer support and customer success metrics with data teams, including metric definitions, dashboard design, and automated reporting • Build automations and internal tools hands-on and scale larger builds with systems and data teams

🎯 Requirements

• Strong customer empathy and appreciation for seamless customer experiences • Proven experience redesigning operational processes and delivering measurable improvement • Structured thinking and ability to diagnose vague problems, develop options, and make defensible recommendations • Track record driving cross-functional programs from concept through adoption through influence rather than authority • Technical skills or strong technical savviness sufficient to build simple tooling, evaluate technical tradeoffs, and partner with systems and data teams • Hands-on experience with AI coding tools is a plus • Data fluency and comfort using evidence to prioritize • Experience with customer support or customer success functions is a plus • Sufficient knowledge of English for frequent professional verbal and written communication

🏖️ 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 • Equity awards • Annual discretionary bonuses or sales commissions may be available