Customer Experience Program Manager - Event Management & Transversal Projects
Customer Experience Program Manager - Event Management & Transversal Projects
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Job Description
The mission of the Marketing Services Media & Player Experience department is to support & help deliver Ubisofts marketing strategies & offers to our different audiences (our players communities influencers journalists & partners) by activating the optimal communication channels managed by the various teams within the department: CRM Media Player Experience Community Management Communications or Customer Support.
Within this department the Customer Experience team has a transversal role and aims to help maximize customer satisfaction by mobilizing internal teams around our customers core needs through leadership and expertise in process tools and organization. One of these processes is Frontline. Frontline is Ubisofts WW collaborative effort to anticipate and mitigate customers needs for games services and events. We attempt to mobilize and unify worldwide teams including but not limited to Production Business IT & Operations to ensure launch and operational readiness.
We are currently seeking a CX Program Manager - Event Management & Transversal Projects in our Paris office.
The key objectives of the CX Program Manager - Event Management & Transversal Projects is to lead the ITIL-based Event Management transformation initiative and drive cross-functional projects that span multiple departments across Ubisoft.
Within Event Management you will:
- Lead & Evolve the ITIL Event Management (EM) framework within the Customer Experience Frontline team.
- Champion the continuous improvement cycle across EM transformation initiatives ensuring feedback loops are embedded and acted upon.
- Collaborate with service enablement incident and problem management teams to align improvement initiatives with broader organizational goals.
- Identify and continually refine and track KPIs such as Event Success Rate Process Adherence and EM Framework Adoption Rate.
- Facilitate retrospectives workshops and stakeholder interviews to identify improvement opportunities and drive actionable outcomes.
- Use data-driven insights to prioritize improvements and report on progress to leadership.
- Document and communicate process changes clearly across teams ensuring transparency and alignment with service management objectives.
As a Transversal Projects Program Manager you will
- Lead & Develop programs aligned with strategic objectives of the Customer Team department.
- Define project milestones deliverables and timelines in collaboration with stakeholders.
- Organize and lead workshops kick-offs etc. as needed to align stakeholders.
- Identify risks and develop mitigation strategies across the lifecycle of projects.
- Act as a liaison between departments to ensure seamless coordination and communication.
- Drive collaboration and knowledge sharing across cross functional teams
- Oversee tactical execution ensuring timely delivery and adherence to quality standards.
- Ensure transparency through regular updates dashboards OKR tracking etc.
- Lead post-project evaluations and continuous improvement initiatives.
Qualifications :
- Certification in ITIL foundations (or similar) with a strong comprehension of the LiveOps Event Management practice.
- Proven experience in program or project management across multiple departments or business units ideally within the video game or tech industries
- Demonstrated ability to lead continuous improvement initiatives and manage cross-functional stakeholders.
- Proficiency in utilization of project management tools and methodologies.
- Excellent communication leadership and stakeholder management skills.
- Creativity thinking outside the box and challenging the status quo
- Being a Hard-Core gamer; part of a game community e-sports fan is a plus but not mandatory
- Fluent English is a must / Fluent French is a plus.
You as a person
- Critical thinker and problem Solver
- Methodical and Logical approach
- Service vocation and Collaborator
- Fast and efficient Communicator
- D&I (mindful of your environment treat others as THEY liked to be treated)
Additional Information :
Ubisofts perks
Profit Sharing yearly company saving plan. 25 paid time off 12 additional paid days off. 50% of your Navigo pass is paid by the company lunch vouchers (9/day) healthcare for you and your family and lots of Ubisoft additional perks.
Our brand new office is located in Saint Mand (Metro line 1 Saint Mand station). Gym available in the building.
Additional information
- Location: Saint-Mand France
- Duration of work: Full-time
- Remote or on-site: Flexible working organization to be discussed with the manager of the role in accordance with the Ubisoft Work From Home policy - 3 days a week in our Saint-Mand office.
We embrace a hybrid work model helping you stay connected with your team and aligned with business priorities while giving you the opportunity to maintain your work-life balance. Note that some roles are fully office-based and are not eligible for hybrid work.
Ubisoft offers the same job opportunities to all without any distinction of gender ethnicity religion sexual orientation social status disability or age. Ubisoft ensures the development of an inclusive work environment which mirrors the diversity of our gamers community.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
