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# Senior Business Operations Manager at Unity Technologies

- **Company:** Unity Technologies
- **Location:** London, UK
- **Experience:** Expert
- **Salary:** £109,800.0
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Data Intelligence, User-Centered Design, Usage Tracking
- **Published:** September 9, 2026
- **Apply:** https://www.collegerecruiter.com/job/2858093365-senior-business-operations-manager-at-unity-technologies

## About the Role

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.

## Description

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.


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