About this role
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 portfolioBuild partnerships with Rainbow Six production and business teams, Ubisoft Core Services and CRC teamsFacilitate service reviews and monthly business reviews, sharing recommendations on player experience and performanceTrack service measures, player feedback and operational data to identify trends, risks and opportunitiesReport on the value and effectiveness of CRC services, working with analytics and operational teams to inform planningImprove processes, policies, documentation and knowledge resources for the portfolioIdentify points of friction in the player journey and maintain a prioritised improvement roadmapPrepare business cases for service improvements, measure results and apply lessons learnedPartner with other Service Managers on shared services and cross-portfolio work, keeping the full player support journey in viewAssess service readiness for new features, releases and initiatives, and turn recurring issues and incidents into improvements What you bring to the team
Bring experience in customer support, service or product management in gaming, technology or another customer-focused environmentApply experience in process, documentation and knowledge managementHandle complex incidents and improve support and player experience measuresUse service data and player feedback to understand problems and recommend improvementsCommunicate clearly and document plans, findings and outcomesCollaborate across teams and gain support for improvements without direct authorityWork with customer support tools and knowledge management systemsShare an interest in Rainbow Six Siege and gaming as a welcome addition