About the role
Company Description
Ubisoft is a global leader in gaming with teams across the world creating original and memorable gaming experiences, from Assassin’s Creed, Rainbow Six to Just Dance and more. We believe diverse perspectives help both players and teams thrive. If you’re passionate about innovation and pushing entertainment boundaries, join our journey and help create the unknown!
Job Details
- Role: Service Manager
- Location: Ubisoft Newcastle
- Contract Type: Permanent
- Employment Type: Full-time
- Work Flexibility: Office-based
- Reporting Line: Associate Director of Service Management
Responsibilities
- Define and update the service strategy and roadmap for the Rainbow Six Siege portfolio.
- Build partnerships with Rainbow Six production and business teams, Ubisoft Core Services and CRC (Customer Relationship Center) teams.
- Facilitate service reviews and monthly business reviews, sharing recommendations on player experience and performance.
- Track service measures, player feedback and operational data to identify trends, risks and opportunities.
- Report on the value and effectiveness of CRC services, working with analytics and operational teams to inform planning.
- Improve processes, policies, documentation and knowledge resources for the portfolio.
- Identify points of friction in the player journey and maintain a prioritised improvement roadmap.
- Prepare business cases for service improvements, measure results and apply lessons learned.
- Partner with other Service Managers on shared services and cross-portfolio work, keeping the full player support journey in view.
- Assess service readiness for new features, releases and initiatives, and turn recurring issues and incidents into improvements.
Qualifications
- Experience in customer support, service or product management in gaming, technology or another customer-focused environment.
- Experience in process, documentation and knowledge management.
- Ability to handle complex incidents and improve support and player experience measures.
- Ability to use service data and player feedback to understand problems and recommend improvements.
- Ability to communicate clearly and document plans, findings and outcomes.
- Ability to collaborate across teams and gain support for improvements without direct authority.
- Experience working with customer support tools and knowledge management systems.
- Interest in Rainbow Six Siege and gaming is considered a welcome addition.