Senior Business Operations Manager

Unity Technologies•Montreal, QC

3d•CA$109,800 - CA$168,500

About The Position

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.

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 to have professional verbal and written exchanges in this language

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