Senior Operations Manager, AI-Driven Customer Experience

Unity Technologies; United States; On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Equity awards

Annual discretionary bonuses

Sales commissions

Job summary

Unity Technologies, the leading game development platform, is seeking a Senior Business Operations Manager to modernize how sales, success, support, and enablement teams operate. You will diagnose issues, redesign processes, and drive automation and AI-powered experiences at scale.

You will own end-to-end redesigns, build tools with systems and data teams, and establish metrics and dashboards. This role requires strong analytical skills and cross-functional influence to deliver measurable

Qualifications

• Proven experience redesigning operational processes and delivering measurable improvement.
• Experience leading cross-functional programs from concept through adoption.
• Strong analytical and data-driven decision making.
• Hands-on experience with AI tooling is a plus.

Responsibilities

• Lead the implementation of AI-driven customer support experience, from journey design to the chatbot implementation.
• Establish a feedback loop between support and product to surface issues and drive root-cause resolution.
• Prepare customer-facing teams for launches; update knowledge bases and plan training with enablement.
• Partner with support leaders to maintain the knowledge base for self-service and AI enhancement.
• Drive technical solutioning for CRM and customer success tooling; track adoption and feedback.
• Own the end-to-end design and implementation of a revamped enablement portal with GTM enablement.
• Define key metrics for customer support and success; collaborate on dashboards and automated reporting.
• Build automations and internal tools hands-on and scale larger builds with systems/data teams.

Skills

AI tooling

CRM tooling

Data analytics

Cross-functional leadership

Process redesign

Automation

Stakeholder management

Training & enablement

Tools

Salesforce CRM

Zendesk

AI chatbot

Knowledge Base tooling

Automation tools

Job description

Unity Technologies, the leading game development platform, is seeking a Senior Business Operations Manager to modernize how sales, success, support, and enablement teams operate. You will diagnose issues, redesign processes, and drive automation and AI-powered experiences at scale.

You will own end-to-end redesigns, build tools with systems and data teams, and establish metrics and dashboards. This role requires strong analytical skills and cross-functional influence to deliver measurable