Senior Business Operations Manager

ironSource; United States; On-site; USD 120,000 - 190,000; Full time

Benefits offered by this job

Comprehensive health, life, and long‑/

Job summary

Unity is seeking a Senior Business Operations Manager to modernize sales, success, and support processes across its Entertainment CRO organization. You’ll diagnose issues, redesign processes, and implement automation or AI-powered experiences at scale.

You will lead the end-to-end design of new enablement capabilities, partner with GTM enablement and data teams, and drive measurable improvements in customer outcomes.

Qualifications

• Experience designing and implementing operational processes.
• Strong problem-solving and diagnostic abilities.
• Ability to lead cross-functional programs from concept through adoption.
• Comfort with data and building or using simple tooling.
• Customer-centric mindset with empathy for user experience.

Responsibilities

• Lead AI-driven enhancements for customer support, including journey design and Help Center improvements.
• Create feedback loops between support and product teams to address root causes.
• Prepare customer-facing teams for launches with updated knowledge bases and training.
• Design and implement CRM and success tooling including adoption and analytics.
• Own the revamp of an enablement portal for fast, searchable access.
• Define metrics for support and customer success and collaborate on dashboards.
• Build automations and internal tools hands-on and scale with data teams.

Job description

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 gross Zone 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

• 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

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

Life at Unity

Unity [NYSE : U] is the world’s leading game engine, powering play for more than 3 billion consumers each month. The top mobile games in the world, the most played PC indie titles, the most innovative console games, and virtually all of the top XR and Web Games are developed, deployed, and grown in Unity. Unity also enables teams across industries like automotive, manufacturing, and healthcare to design, simulate, and collaborate in 3D — closing the gap between ideas and reality. For more information, please visit www.unity.com.

Unity is a proud equal opportunity employer. We are committed to fostering an inclusive, innovative environment and celebrate our employees across age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law. Our differences are strengths that enable us to support the growing and evolving needs of our customers, partners, and collaborators.

This position requires the incumbent to have a sufficient knowledge of English to have professional verbal and written exchanges in this language since the performance of the duties related to this position requires frequent and regular communication with colleagues and partners located worldwide and whose common language is English.

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Unity does not accept unsolicited headhunter and agency resumes. Unity will not pay fees to any third‑party agency or company that does not have a signed agreement with Unity.

Your privacy is important to us. Please take a moment to review our Prospect and Applicant Privacy Policies. Should you have any concerns about your privacy, please contact us at [e-mail].