Ubisoft’s 19,000 team members, working across more than 30 countries around the world, are bound by a common mission to enrich players’ lives with original and memorable gaming experiences. Their commitment and talent have brought to life many acclaimed franchises such as Assassin’s 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. If you are excited about solving game-changing challenges, cutting edge technologies and pushing the boundaries of entertainment, we invite you to join our journey and help us create the unknown.
Job Description
The mission of the Marketing Services, Media & Player Experience department is to support & help deliver Ubisoft’s 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 Ubisoft´s WW collaborative effort to anticipate and mitigate customer’s 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.
The role of CX Program Manager - Frontline LiveOps Event Management,scope includes the planning and successful delivery of all live events impacting games and services assigned within the Frontline team
As part of the Live Events Program Manager mandate you will:
Follow ITIL best practices for Event Management, ensuring that objectives and deliverables of the Frontline program lifecycle are followed and met to guarantee the launch and operational readiness of our Frontline teams.
Lead and animate smooth Frontline operations for games & services in pre-launch, launch and post launch for all events (beta, tech test, launch, new seasons, title updates, sunsets, etc.)
Ensure all stakeholders are aligned and updated through frequent calls and optimized processes
Frequently report on project progress and risks to relevant teams and your management
Ensure you track and document the latest updates on your assigned projects in our internal tools.
Manage crisis situations on your assigned Frontline programs and orchestrate the resolution process for Frontline teams
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 contribute to continuous improvement initiatives and manage cross-functional stakeholders.
You have outstanding communication, organizational and interpersonal skills to build and maintain relationships with frontline stakeholder teams (verbal/presentation/written)
Strong project management skills including critical thinking to raise awareness about project risks
A general understanding of tools used by our teams including Atlassian suite (Jira, confluence), MS office suite (Teams, Excel, PowerPoint, Word, SharePoint)
You are proficient creating and maintaining effective documentation in both Confluence and SharePoint
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
In line with Ubisoft's hybrid work model, our flexible work policy includes a minimum of three days per week in our Newcastle office, with the option to work from home up to two days.
With Ubisoft CRC, you will receive a competitive salary along with:
Personal performance bonus
Private Health Insurance (including eye care and dental)
Life Assurance
Long Term Disability Insurance
Pension
Significant discount on the world’s best video games
Access to Ubisoft's back catalogue on PC
25 days of holiday
We work in the heart of Newcastle city centre, right on top of Haymarket metro station in a lively, international and creative space.
A kitchen stocked with cereals, fruits, unlimited filtered water, teas, coffee
Regular professional and social events
A casual dress code
Fun, we like to work hard but have a laugh too!
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 players’ community.
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