Senior Manager, Customer Operations
Job Summary
Job Description
As Senior Manager, Customer Operations & Strategy, you will design and scale a next-generation customer experience for both individual gamers and major gaming studios. This involves building an AI-powered support ecosystem, leveraging automation, and developing strategic frameworks. Responsibilities include configuring and administering the technology stack (e.g., Zendesk), developing data-driven strategies, optimizing processes for cost reduction and improved customer experience, leading projects to drive engagement and retention, and providing customer insights for product prioritization. You will play a critical role in shaping Immutable's customer economics and setting industry standards for Web3 gaming.
Must have:
- 5+ years in operational and strategic roles in technology platforms
- Strong consulting or strategy background in customer experience transformation
- Experience in system administration and configuration of customer platforms (Zendesk etc.)
- Strong analytical and process mapping skills
- Project management expertise in leading complex programs
- Proactive and data-driven mindset
Perks:
- Globally competitive salaries and Employee Stock Options
- Flexible working model (hybrid)
- $500 WFH allowance, $600/year for internet/phone
- $1350/year for professional development courses
- Access to free online courses via Udemy
- $800/year for health and wellbeing
- 24/7 access to employee assistance program
- Discounted ClassPass membership
- 12 weeks paid parental leave (gender-neutral)
- Additional paid leave for miscarriage and IVF
- 2 extra paid annual leave days and paid birthday leave
6 skills required
Job Details
About Us 🚀
Immutable is a global technology company, powering the leading platform for building games on Ethereum. We are on a mission to build the future of gaming by redefining how games are played and discovered. Founded in 2018, Immutable is one of the fastest Australian companies to hit unicorn status, having raised more than AUD $300M+ and a valuation of AUD $3.5 billion.
Currently, the Immutable Group consists of the Immutable Platform, the leading platform for building games on Ethereum powering successful games like RavenQuest and Immortal Rising 2, and Immutable Games, a global leader in web3 game development and publishing with leading titles Gods Unchained and Guild of Guardians.
Our ambition is to make digital worlds real; we have incredible global growth plans as the fastest growing gaming chain in 2024 with 250+ games signed, more than in all previous years combined. 🚀
About The Role 🤔
We're on a mission to redefine customer experiences in Web3, and we need a powerhouse leader to drive this transformation!
As our Senior Manager, Customer Operations & Strategy, you’ll be at the helm of designing and scaling a next-gen customer experience—one that seamlessly supports individual gamers and major gaming studios alike. This isn’t just about operations; it’s about building an AI-powered, tech-driven ecosystem that delivers world-class support while optimizing efficiency at scale.
You’ll harness cutting-edge automation, leverage AI models, and develop strategic frameworks that redefine how we engage with customers. Your impact will go beyond support—you’ll shape Immutable’s customer economics, fuel our growth, and help set new industry standards for Web3 gaming.
This is more than a job. It’s a career-defining opportunity to lead innovation at the intersection of Web3, gaming, and customer experience. Are you ready to build the future with us?
You’ll Be Empowered To 🎮
- 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
We'd Love You To Bring 🤝
- 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
We are proud of the benefits that we offer for all of our employees globally. Here is a snapshot:
Attracting the best global talent:
💸 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.
Levelling up your growth
🌱 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
Helping you thrive
💆🏽♀️ 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
Leave when you need it the most:
👨👧👦 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
Additional Information:
Immutable is committed to building and fostering an inclusive, diverse workplace. We believe in incorporating everyone's perspectives and experiences as this has been a significant driver of our success so far.
We are a 2025 Circle Back Initiative Employer – we commit to responding to every applicant.
*A note to recruitment agencies: Our internal team has this role covered, so there is no need to reach out - We don't accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes. Thank you!
Join us in shaping the future of web3 gaming!
#LI-Remote
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About The Company
We are making digital worlds real.
Immutable is advancing the world of NFTs through Immutable, an industry-leading NFT minting and trading platform and Immutable Studios, an NFT game development studio.
Join the Game Changers and help shape the future of gaming. Be part of the team powering the new world of web3 games and digital ownership - for everyone. Embrace the extraordinary.
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