Senior Operations Lead – AI-Driven Customer Support

Unity Technologies; Greater London; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Employee stock ownership

Pension plan

Generous vacation

Commuter subsidy

Job summary

Unity Technologies in London, UK, is seeking a Senior Business Operations Manager to lead the AI-enabled customer support program and optimize the customer journey. The role focuses on redesigning processes, enabling squads with the right tools, and collaborating across product, data, and GTM teams to boost self-service and experience.

The position is on-site in London with a strong emphasis on analytical rigor, enablement, and scalable operations that support growth in Unity’s Entertainment CRO

Qualifications

• Demonstrated experience redesigning operational processes.
• Track record of driving cross-functional programs from concept through adoption.
• Hands-on experience with AI tooling and data collaboration.

Responsibilities

• Lead the AI-driven customer support initiative from journey design to chatbot implementation.
• Coordinate updates to the knowledge base and product docs for new launches.
• Define KPIs and metrics with data teams and build automated reporting.
• Develop and scale enablement portals for customer-facing teams with GTM enablement.
• Create simple tooling and automations; partner with systems and data teams as needed.

Skills

Customer empathy

Cross-functional collaboration

Structured thinking

Data-driven decision making

AI tooling familiarity

Tools

CRM tools

AI chatbot tooling

Job description

Unity Technologies in London, UK, is seeking a Senior Business Operations Manager to lead the AI-enabled customer support program and optimize the customer journey. The role focuses on redesigning processes, enabling squads with the right tools, and collaborating across product, data, and GTM teams to boost self-service and experience.

The position is on-site in London with a strong emphasis on analytical rigor, enablement, and scalable operations that support growth in Unity’s Entertainment CRO