Service Manager
Service Manager
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Job Description
Reporting to the Associate Director of Games & Services Experience the Service Manager is responsible for scoping creating and driving support service strategies to help Ubisoft products and services achieve their objectives. This role requires cultivating relationships with key stakeholders to understand their needs expectations and roadmaps which will guide the Customer Relationship Center (CRC) strategy. You will monitor service health identify opportunities to improve service request resolution and reduce contact ratios.
What youll do
1. Strategic Training and Support Planning:
- Engage in PIS initiatives during the discovery phase to influence and align training and support strategies with CRC needs.
- Review feature documentation in collaboration with Product Owners (POs) to define support processes and help strategies.
- Develop and implement tooling strategies that empower CRC agents to efficiently address new product features and resolve customer inquiries.
2. Documentation and Knowledge Management:
- Create update and maintain comprehensive documentation that enhances CRC agent performance.
- Ensure all knowledge resources align with the overall CRC strategy particularly in preparation for new feature launches and events.
- Coordinate with key stakeholders to document player journeys and predict/manage the player experience effectively.
3. Issue Resolution and Incident Management:
- Prioritize and manage CRC tickets related to PIS ensuring timely and effective resolution of customer issues.
- Monitor service degradation and collaborate with the PIS live ops manager on root cause analysis and incident reporting.
- Drive improvements in key performance metrics such as Customer Satisfaction (CSAT) and firstcontact resolution rates.
4. Operational Alignment and Risk Mitigation:
- Integrate CRC perspectives into PIS product discovery and release strategies to proactively address potential operational risks.
- Conduct thorough risk evaluations and develop mitigation plans to minimize impacts on playerfacing teams.
- Serve as a PIS domain expert ensuring smooth communication and coordination across teams to optimize the resolution process.
Qualifications :
What youll bring to the team
- Bachelors degree in Business Information Systems Communications or a related field.
- 35 years of experience in customer support training or product management preferably within a tech or gaming environment.
- Proven experience in documentation and knowledge management.
- Experience working within the ITIL framework with a strong understanding of IT service management best practices. (ITIL certification is a plus)
- Ability to follow and understand technical discussions. While not expected to be a subject matter expert you should be comfortable engaging with product owners and developers grasping key technical concepts.
- Demonstrated ability to manage complex incidents and drive improvements in support metrics.
- Strong analytical and problemsolving skills.
- Excellent communication and documentation skills.
- Ability to collaborate crossfunctionally and influence without direct authority.
- Proficiency in using customer support tools and knowledge management systems.
- Experience in the gaming industry or a similar fastpaced customercentric environment.
- Familiarity with topics relating to digital identity and topics around player safety.
- Proficiency in French
Additional Information :
Ubisofts 19000 team members working across more than 30 countries around the world are bound by a common mission: enrich players lives with original and memorable gaming experiences. Their commitment and talent have brought to life many acclaimed franchises such as Assassins Creed Far Cry Watch Dogs Just Dance Rainbow Six and many more to come.
Ubisoft is an equal opportunity employer that believes diverse backgrounds and perspectives are key to creating worlds where both players and teams can thrive and express themselves.
When you join Ubi MTL you discover a workplace that sparks inspiration and connection. We offer a collaborative space that provides career advancement a host of learning opportunities and meaningful benefits centred on wellbeing.
If you are excited about solving gamechanging challenges harnessing cuttingedge technologies and pushing the boundaries of entertainment we invite you to join us on our journey and help us create the unknown.
At Ubisoft you can come as you are. We embrace diversity in all its forms. Were committed to fostering a work environment that is inclusive and respectful of all differences.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
