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Director, Player Support Operations and Performance
2 years ago
Job Description
Under the guidance and partnership of the Worldwide Sr. Leader, the Director, Player Support Operations and Performance is responsible for delivering world class customer service for all Ubisoft players. They will supervise teams across the world, both internal and external. The core metrics to evaluate success will be customer satisfaction while maintaining low customer effort scores. This role is responsible for the staff and processes that support internal and external business partners and customers.
The person in this position will optimize and guide world class one-to-one player support for Ubisoft. The expected goal is to establish a “follow the sun” strategy with clear Service Level Agreements (SLA). In order to lead the mission, the person will be leading 400+ Customer Support Agents (internally and externally) to include:
- The WFM (Work Force Management) team to have a full view on daily activity
- The Operational Strategy team to define the optimal resource allocation per channel, language, & hours
- The Learning Services team to guarantee a quality of execution and facilitate the ramp up/ramp down of the teams
- The Player Support team to increase the productivity and work consistency
- The Vendor Management team and functions
WHAT YOU WILL DO
- Define and execute operational strategies by conducting needs assessments, performance reviews, and interviews.
- Provide solutions-oriented support and guidance to WW Leadership teams to maximize operational effectiveness.
- Ensure department Service Level Agreements are met by providing direction to direct report supervisors, communicating job expectations for each team, and planning resource allocations in alignment with scheduling and finance teams.
- Create, communicate, and maintain a functional framework to include accountability associated with roles and responsibilities within the HD team.
- Develop and communicate performance management strategies in cooperation with the Human Resources team.
- Promote an environment of trust, open communication, and service delivery by conducting one-on-ones with direct reports, skip level reviews, and participating in operational meetings with internal stakeholders.
- Provide oversight and leadership for:
- Employees by managing the production of the 1-to-1 interaction with players across all channels (Emails, Chat, Social Direct messages)
- Vendor Management, managing the contract definition and its execution
- Real Time Analysis, by reviewing and analyzing the day-to-day activity
- Workforce Management, though planning and allocating the resources across the multiple sites
- Floor management, by managing the day-to-day operation and hand-over from one team to the other
- Quality Assurance, by ensuring the compliance of execution
- Agent experience, thorugh managing the virtual workspace for the agent
Qualifications
WHAT YOU BRING
- Bachelor's degree from 4-year college or university, and/or
- 2 years equivalent/applicable experience in addition to experience, and/or
- 5-7 years of years of customer support/contact center leadership/supervisory experience
Additional Information
WHAT YOU'LL GET
Ubisoft is committed to creating an inclusive work environment that reflects the diversity of our player community. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, ethnicity, religion, gender, sexual orientation, age or disability status.
Skills and competencies show up in different forms and can be based on different experiences, that's why we strongly encourage you to apply even though you may not have all the requirements listed above.
At Ubisoft, you can come as you are. We embrace diversity in all its forms. We’re committed to fostering a work environment that is inclusive and respectful of all differences.
All your information will be kept confidential according to EEO guidelines
Company Description
Ubisoft’s 20,000 team members, working across more than 40 locations around the world, are bound by a common mission to enrich players’ lives with original and memorable gaming experiences. Their dedication and talent has 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 gamechanging challenges, cutting edge technologies and pushing the boundaries of entertainment, we invite you to join our journey and help us Create the unknown.
This position will be based in Cary, NC with a hybrid of office and work from home time.
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