Customer Experience Program Manager - Frontline Liveops Event Management

Job Description

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
Key competencies
• 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)

Jobcode: Reference SBJ-neen8o-216-73-217-10-42 in your application.