Senior Manager, Customer Operations

Summary

Join Immutable, a leading Web3 gaming company, as our Senior Manager, Customer Operations & Strategy. You will design and scale a next-gen customer experience supporting gamers and studios. This role involves building an AI-powered ecosystem, leveraging automation, and developing strategic frameworks. You will shape Immutable's customer economics, fuel growth, and set industry standards. This is a career-defining opportunity to lead innovation at the intersection of Web3, gaming, and customer experience. You will be empowered to configure and administer Immutable's technology stack, develop data-driven strategies, optimize processes, and lead high-impact projects. You will also provide critical customer insights to inform product decisions.

Requirements

• Minimum of 5 years in operational and strategic roles in world-class technology platforms
• Strong consulting or strategy background, ideally with experience in customer experience transformation, operational strategy, or technology implementation
• Proven experience in system administration and configuration of customer platforms (Zendesk, Intercom, Salesforce, HubSpot, or similar)
• Strong process mapping and analytical skills, with the ability to build data-driven customer journeys and optimise support workflows
• Project management expertise, with a track record of leading complex programs and collaborating with multiple stakeholders
• A proactive, self-starter mindset with a bias for action—you identify opportunities quickly and iterate based on feedback
• A strategic mindset with an understanding of balancing customer experience with commercial outcomes

Responsibilities

• Configure and administer Immutable's multi-brand, multi-customer operations technology stack (e.g. Zendesk), evaluating and implementing AI models to enhance efficiency and experience
• Develop data-driven strategies to improve the customer journey across segments, using analytics to identify patterns, trends, and areas for improvement
• Optimise processes to reduce cost-to-serve while improving customer experience through automation and operational efficiency
• Lead high-impact projects that drive customer engagement, retention, and monetisation across Immutable's ecosystem
• Provide critical customer insights to inform product and feature prioritisation decisions, ensuring our technology stack aligns with business goals

Preferred Qualifications

• Experience in gaming or a strong interest in Web3
• Background in leveraging AI models for customer support and operational efficiency

Benefits

• We commit to paying globally competitive salaries and contributions & we share our products' success through Employee Stock Options. We also support our US Employees with Medical and 401K Insurance
• Our flexible working model blends the best of both worlds: Sydney-based employees enjoy three days a week in our vibrant head office, while remote team members can work from home or utilise access to global office hubs via a WeWork All-Access pass
• We offer USD $500 WFH allowance to set up your home office and USD $600 per annum to put toward your internet and phone usage
• We offer up to USD $1,350 per annum for any classes, courses or events to support your growth and development
• Enjoy access to free online courses via Udemy
• Enjoy USD $800 per year to put toward your health and wellbeing
• Get 24/7 access to unlimited counselling for you and your family when you need it through our EAP Service
• Monthly subsidy and discounted rate with ClassPass, including a 1-year free membership to Breethe
• New parents receive 12 weeks of paid leave in our gender-neutral offer. The birthing parent also gets an additional six weeks of leave for rest and recovery leading up to and after birth. We also offer Miscarriage Leave and extra leave for IVF treatments
• Enjoy 2 additional paid annual leave days at the end of the year and a paid day off for your birthday