Summary

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 🎮

1. 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
2. Develop data-driven strategies to improve the customer journey across segments, using analytics to identify patterns, trends, and areas for improvement
3. Optimise processes to reduce cost-to-serve while improving customer experience through automation and operational efficiency
4. Lead high-impact projects that drive customer engagement, retention, and monetisation across Immutable's ecosystem
5. 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 🤝

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

Bonus Points For ✅

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

Skills

• Analytical Thinking
• Operations
• Strategic Thinking
• Team Collaboration