Senior Business Operations Manager

Unity Software
Montreal, Helsinki, London, Toronto, Alberta, Quebec, New York, United Kingdom
Workplace: RemoteFull timeCAD 109,800 - 168,500 annuallyFunction: Business OperationsSkills: ["Customer empathy","Process redesign","Structured problem-solving","Cross-functional collaboration","Data fluency"]

Own the operations modernization for customer support, success, and enablement—diagnosing broken processes and delivering improvements through redesigned workflows, automation, and new tooling. Lead implementation of an AI-driven customer support experience, establish feedback loops with product teams, and revamp the enablement portal for ease of use and maintenance. Define support and success metrics with data teams and drive CRM/customer success tooling adoption through end-to-end implementation.

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FursaFursa
Unity Software
Unity Software
2 days ago

Senior Business Operations Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Own the operations modernization for customer support, success, and enablement—diagnosing broken processes and delivering improvements through redesigned workflows, automation, and new tooling. Lead implementation of an AI-driven customer support experience, establish feedback loops with product teams, and revamp the enablement portal for ease of use and maintenance. Define support and success metrics with data teams and drive CRM/customer success tooling adoption through end-to-end implementation.
Location: Montreal, Helsinki, London, Toronto, Alberta, Quebec, New York, United Kingdom
Workplace: Remote
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Lead implementation of an AI-driven customer support experience, including the customer journey, Help Center experience, and a customer support AI chatbot.
  • •Create a structured feedback loop between support and product teams to surface recurring issues and drive root-cause resolution.
  • •Ensure customer-facing teams are ready for product launches by updating support knowledge bases and planning training with enablement.
  • •Drive CRM and customer success tooling solutioning: prioritize features with end users, drive adoption, track usage, and gather feedback.
  • •Own end-to-end design and implementation of a revamped enablement portal, and define support/success metrics with data teams plus automated reporting.

Pay and Benefits

Salary: CAD 109,800 - 168,500 annually
Equity and Bonus:Equity
Perks:Health InsuranceLife InsuranceDisability InsurancePensionPaid LeaveEmployee AssistanceLearning BudgetMeal AllowanceCommuter Benefits

Key Requirements

  • •Strong customer empathy and experience improving customer experience to feel easy and seamless.
  • •Proven ability to redesign operational processes and deliver measurable improvements.
  • •Structured problem-solving to diagnose vague issues, propose options, and recommend defensible solutions.
  • •Track record driving cross-functional programs from concept through adoption using influence.
  • •Technical fluency to build simple tooling, evaluate technical tradeoffs, and partner with systems and data teams; hands-on AI tooling is a plus.
Skills:Customer empathyProcess redesignStructured problem-solvingCross-functional collaborationData fluency
Languages:English

Company Brief

Unity Software
Develops the Unity real-time 3D development platform used to create, operate, and monetize interactive experiences and games across mobile, console, PC, and AR/VR platforms. Serves developers, studios, and enterprises worldwide.
Industry: Developer Tools
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2004
Glassdoor
Glassdoor: 3.8
WebsiteLinkedIn