This job might no longer be available.

Customer Support Operations Manager – MOBILE (M/F)

Job Description

Reporting to the Customer Support Manager, you oversee day to day CS operations by managing and reporting about the player experience of the mobile division. Coordinating with several teams, you will help us improving our player support strategy, our presence on new channels, stay up-to -date with different organizations, business models and processes, as well as maintaining and developing a qualitative, efficient and persistent communication flow with your internal and external partners, from customer support teams and production studios to external partners and vendors.

[Operations]

• Day to day coordination between Studios, vendor sites and internal CS teams
• Monitor In-Game Live Events and measure their impact on CS volumes to drive improvements
• Manage emerging Live Issues/Incidents by engaging with stakeholders for the best outcome for our players and organization
• Global Mobile CS Operations trends analysis over periodic reporting (Weekly, Monthly & Quarterly)
• Main Customer Support tool rules setup and management

[Vendor Management]

• WFM & Staffing Accuracy monitoring to ensure SLAs and coverage are maintained
• CS Vendor performance review, analysis and optimizations action planning
• Streamline and improve the agent knowledge management framework to ensure expected levels of quality are met

[Analysis & Research]

• Strengthen the reporting framework by establishing new correlations over multiple KPI
• Make KPI based recommendations for optimizations in all CS areas: Player & Agent experience, cost-efficiency, etc.
• Competitive benchmarking to identify best practices and trends

Qualifications

• Master’s degree or equivalent
• At least 3 years’ experience in a CS Operations Lead role, ideally within the F2P gaming industry
• Team player with the capacity to work independently and within cross-functional, multi project teams
• Agile and quick thinker to deal with a very full and fast-paced schedule.
• Analytical mindset backed by solid software knowledge of Excel, Tableau and similar toolsets
• Ability to translate high level visions into tangible objectives
• Proven management (direct and indirect), negotiation and people skills to coordinate with strong, engaged and talented teams.
• Experience in building and maintaining relationships with business partners and/or third-party technology providers
• Experience in change management, co-management of associates and resource allocation topics.
• Strong interest and passion for our industry, technology and videogames.
• Full English proficiency required, additional language is a plus
  

Company Description

Ubisoft teams are driven by their desire to enrich players' lives through original, memorable entertainment experiences. These teams bring to life whole new worlds – true playing fields in which players can freely express their imagination, leading to moments of surprise, fun and adventure, as well as fostering learning and discovery.

For more than 8 years, via its Ubisoft Mobile entity, Ubisoft has also shaped worlds on smartphones and tablets via its portfolio of mobile games.

At Ubisoft Mobile, you will have a chance to develop your skills and work alongside dedicated team members who are pioneers in their field, throughout the world.

You will be part of a warm and stimulating environment in which you can push back the boundaries of both the imagination and technology to create worlds that will inspire our players.

Ubisoft is looking for a Customer Support Operations Manager to support its mobile games worldwide. We have an ever-expanding and exciting mobile games portfolio - South Park, Assassin’s Creed, Might & Magic just to name a few, and we want a proven CS Operations expert to execute the support strategies with us.