Senior Manager, Customer Operations

2 Months ago • 5 Years + • 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. You will optimize processes, reduce costs, improve customer experience, and provide critical insights to inform product development. Responsibilities include configuring operational technology (Zendesk), developing data-driven strategies, optimizing workflows, leading impactful projects, and ensuring alignment between technology and business goals. This role requires strong operational and strategic experience in technology platforms, a consulting or strategy background, and expertise in customer experience transformation and system administration.
Must have:
  • 5+ years operational & strategic experience in world-class tech platforms
  • Strong consulting/strategy background in customer experience transformation
  • Experience in system administration (Zendesk etc.)
  • Process mapping & analytical skills; data-driven customer journey building
  • Project management expertise; leading complex programs
  • Proactive, self-starter mindset with bias for action
Perks:
  • Globally competitive salaries & Employee Stock Options
  • Flexible working model (hybrid)
  • $500 WFH allowance, $600/year internet/phone stipend
  • $1350/year for professional development courses
  • Free Udemy access
  • $800/year health & wellbeing stipend
  • 24/7 access to employee assistance program
  • Discounted ClassPass membership
  • 12 weeks paid parental leave (gender-neutral), additional leave benefits

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

Similar Jobs

Intrepid Studios,  Inc  - DevOps Engineer (Kubernetes & Cloud Services)

Intrepid Studios, Inc

Canada (On-Site)
9 Months ago
Wind River Jobs - Senior Member of Technical Staff

Wind River Jobs

Washington, District Of Columbia, United States (On-Site)
2 Weeks ago
Tide - Staff Cloud Engineer

Tide

Hyderabad, Telangana, India (Hybrid)
5 Days ago
Enverus - Senior Software Engineer

Enverus

Brno, South Moravian Region, Czechia (On-Site)
1 Week ago
NCR Voyix - Software Engineer III .Net Backend

NCR Voyix

Hyderabad, Telangana, India (On-Site)
3 Days ago
Riot Games - Research Operation Coordinator - Global Research Operations Team (Contract)

Riot Games

Shanghai, Shanghai, China (On-Site)
1 Month ago
Tesla - Compliance Operations Manager, Money Laundering Reporting Officer UK

Tesla

London, England, United Kingdom (On-Site)
3 Months ago
easygo - Payments Operations Manager

easygo

Melbourne, Victoria, Australia (On-Site)
1 Month ago
Keywords Studios - IT Senior Support Manager

Keywords Studios

Community Of Madrid, Spain (Hybrid)
1 Month ago
Mattel Inc - American Girl Merchandise Handler

Mattel Inc

California, United States (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

YouGov - Software Engineer, Python

YouGov

Bucharest, Bucharest, Romania (Remote)
2 Weeks ago
GoTo Group - Senior Software Engineer - Event Platform

GoTo Group

Gurugram, Haryana, India (On-Site)
7 Months ago
Hitachi - Kubernetes Engineer

Hitachi

Pune, Maharashtra, India (On-Site)
7 Months ago
Immutable - Senior Manager, Customer Operations

Immutable

Sydney, New South Wales, Australia (Hybrid)
3 Months ago
velotio technologies  - Senior Automation Engineer

velotio technologies

Maharashtra, India (Remote)
1 Month ago
MURKA - Product Director

MURKA

(Remote)
2 Months ago
miniclip - Senior Cloud Engineer - Senior Cloud Engineer I

miniclip

Lisbon, Lisbon, Portugal (On-Site)
2 Weeks ago
YouGov - Software Engineer, Python

YouGov

Barcelona, Catalonia, Spain (Remote)
3 Days ago
N-ix - Solution Architect (Spanish Speaking)

N-ix

Poland (Remote)
2 Months ago
GoReel - DevOps Lead

GoReel

Romania (Remote)
2 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Singapore, Singapore

Razer - Senior Software Engineer (Computer Vision Engineer)

Razer

Singapore (On-Site)
3 Days ago
The Walt Disney Company - Marketing & Media Services Events Manager

The Walt Disney Company

Singapore, Singapore (On-Site)
1 Month ago
Outbrain - CTV Account Manager

Outbrain

Singapore (On-Site)
2 Weeks ago
bytedance - Security Software Engineer

bytedance

Singapore (On-Site)
2 Months ago
bytedance - Senior Channel Operation Expert - Global Payment

bytedance

Singapore (On-Site)
4 Months ago
bytedance - Site Reliability Engineer (Cloud) - Infrastructure Engineering

bytedance

Singapore (On-Site)
7 Months ago
Garena - Intern, Game Developer

Garena

Singapore (On-Site)
1 Month ago
bytedance - Backend Engineer, ARK Large Model Platform (Singapore)

bytedance

Singapore (On-Site)
7 Months ago
Sail Point - Senior Solution Engineer

Sail Point

Singapore (Remote)
1 Week ago

Get notifed when new similar jobs are uploaded

Operations Jobs

Sporty Group - Data Scientist

Sporty Group

(Remote)
2 Months ago
Tesla - Store Manager, Budapest

Tesla

Budapest, Hungary (On-Site)
3 Months ago
Evolution  - Austrian German Speaking Game Presenter - Relocation to Malta

Evolution

Vienna, Vienna, Austria (On-Site)
7 Months ago
Sporty Group - INT Operations Director, Payments (Fraud & Risk)

Sporty Group

(Remote)
2 Months ago
Sporty Group - INT Operations Director, Payments

Sporty Group

(Remote)
1 Year ago
Hawk Eye Innovations - Match Operations Assistant - Bruges

Hawk Eye Innovations

Bruges, Flanders, Belgium (On-Site)
1 Month ago
Evolution  - Part-time Game Presenter - Weekend/Weeknights Shifts, $20-25/hr. (Customer Service Alternative)

Evolution

Atlantic City, New Jersey, United States (On-Site)
7 Months ago
Keywords Studios - Player Engagement - Senior Operations Manager (Manila and Bacolod)

Keywords Studios

Mandaluyong, Metro Manila, Philippines (Hybrid)
1 Month ago
bytedance - Senior Payroll Analyst

bytedance

Bangkok, Bangkok, Thailand (On-Site)
1 Month ago
Krafton - Senior Product Manager - Live Operations

Krafton

Bengaluru, Karnataka, India (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

About The Company

Sydney, New South Wales, Australia (Hybrid)

Sydney, New South Wales, Australia (Hybrid)

Sydney, New South Wales, Australia (Hybrid)

Sydney, New South Wales, Australia (Hybrid)

Sydney, New South Wales, Australia (Hybrid)

Australia (Hybrid)

Singapore, Singapore (Hybrid)

Hong Kong, Hong Kong (Hybrid)

Sydney, New South Wales, Australia (Hybrid)

Australia (Hybrid)

View All Jobs

Get notified when new jobs are added by Immutable

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug