Head of Customer Operations

Australia / Asia / APAC / Hong Kong / Sydney / Singapore / South Korea / Tokyo
Go to Market โ€“ GTM | Technical Services /
Full Time Permanent /
About Us ๐Ÿš€

Immutable is a global technology company, powering the world of NFTs on Ethereum. We are on a mission to be the number one ecosystem for NFTs which empowers and rewards users.  Founded in 2018, Immutable is one of the fastest Australian companies to reach unicorn status, having raised more than AUD $300M+ and having a valuation of AUD $3.5 billion.

Currently, the Immutable Group consists of the Immutable Platform, the preferred developer platform for building & scaling web3 games on Ethereum, and Immutable Games, a global leader in web3 game development and publishing with leading titles Gods Unchained and Guild of Guardians.

It is our ambition to make digital worlds real; we have incredible global growth plans as we strive to become the number one ecosystem for NFTs. 

Come and join us as we pioneer in this space! ๐Ÿš€

About The Role ๐Ÿค”

The Head of Customer Operations will strategically bring to life the user experience for all platform users and game players. In this role, you will own the end-to-end experience of users seeking support, and the ultimate resolution of those issues, where you will be constantly challenged to find solutions to problems which have not been encountered before. This will include creating strategy and implementing tooling, processes, analytics, and resolution paths.

At the core of the role, your goal is to build a seamless customer experience and help our product, engineering, and design teams prioritise the most important builds. This role will play a critical role in distilling and sharing the voice of the customer internally, helping to upgrade our approach to building products that help partners achieve their goals and players have great experiences. 

As a senior leader, you will build, lead, and evolve a world-class technical function of highly skilled and diverse team members. You will inspire and develop your team in a rapidly scaling environment. 

Youโ€™ll Be Empowered To ๐ŸŽฎ

    • Develop a world-class B2C (Platform products) and B2B2C (Game players) Customer strategy aimed at delivering a high-quality experience to all user groups.
    • Bring your strategy to life by building OKRs, health metrics, and SLAs and using data to generate actionable insights for your team and cross-functional partners. You will continually refine resolution processes, ensuring the balance of cost & performance is optimised. 
    • Work with many cross-functional teams, including our Product, Engineering and Design teams, directly contributing to their strategies by surfacing insights and customer anecdotes to solve issues.
    • Identify the data-led signal from the noise and craft rituals between PED and GTM teams, our Games team, and developer relations teams.
    • Own the resolution of support interactions through your team and operating model, ensuring timely and effective solutions.
    • Implement and maintain support tools, emerging technologies, service providers, processes and platforms to ensure consistent, high-quality support.
    • Lead, mentor and inspire the Customer Operations team, fostering a culture of excellence, technical capability, customer obsession and innovation.
    • Develop strategies to attract and retain top-tier talent for the variety of roles required and design the organisation as needs grow.

We'd Love You To Bring ๐Ÿค

    • Minimum of 5 years in operational roles in world-class technology platforms. Bonus points if they are a deeply technical product or gaming-related.
    • Experience building global, distributed teams.
    • Exceptional communication, interpersonal and leadership skills, and demonstrated track record of surfacing, rallying behind and resolving customer issues.
    • 3+ years working with executive-level stakeholders.
    • Open to particularly strong consulting profiles looking for high ownership and impact between customers and products.
    • Analytical mindset with strong problem-solving and project management ability.
    • Detail-oriented with the ability to oversee multiple tasks and projects simultaneously.
    • Experience in the gaming or technology industry, with exposure to blockchain technology being a significant plus.
    • Interest in gaming, ideally playing games actively in their spare time.

We are proud of the benefits that we offer for all of our employees globally.  Here is a snapshot: 

Attracting the best global talent:
๐Ÿ’ธWe 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
๐Ÿ’ป While we offer flexible working arrangements, we have an epic head office in the heart of Sydney and offer remote office hubs around the globe via a WeWork all-access pass
๐Ÿ“ฒWe 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
๐ŸŒฑ We offer up to USD $1,350 per annum for any classes, courses or events to support your growth and development
๐Ÿ“š Enjoy access to free online courses via Udemy

Helping you thrive
๐Ÿ’†๐Ÿฝโ€โ™€๏ธ Enjoy USD $800 per year to put toward your health and wellbeing
๐Ÿค— Get 24/7 access to unlimited counselling for you and your family when you need it through our EAP Service
๐ŸŽ  Monthly subsidy and discounted rate with ClassPass, including a 1-year free membership to Breethe

Leave when you need it the most: 
๐Ÿ‘จโ€๐Ÿ‘งโ€๐Ÿ‘ฆNew 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
๐ŸŽ‚ 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 2024 Circle Back Initiative Employer โ€“ 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!