Ubisoft

Service Manager

Newcastle upon Tyne, England, United Kingdom · On-site · Full-time

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About the role

Description from the employer’s posting. Check the employer’s page for the current version.

EmployerUbisoft
LocationNewcastle upon Tyne, England, United Kingdom
Work styleOn-site
Employment typeFull-time
Employer posted5 days ago

As a Service Manager at Ubisoft Newcastle, you will report to the Associate Director of Service Management and shape support services for the Rainbow Six Siege portfolio through our Customer Relationship Center (CRC). You’ll work with game, business and support teams to improve the player experience and help services meet changing needs. The portfolio assigned to this role may change as business priorities evolve.

What you’ll do

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 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

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What you bring to the team

Bring experience in customer support, service or product management in gaming, technology or another customer-focused environment
Apply experience in process, documentation and knowledge management
Handle complex incidents and improve support and player experience measures
Use service data and player feedback to understand problems and recommend improvements
Communicate clearly and document plans, findings and outcomes
Collaborate across teams and gain support for improvements without direct authority
Work with customer support tools and knowledge management systems
Share an interest in Rainbow Six Siege and gaming as a welcome addition

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