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Player Experience Manager

Job Description

We`re looking for a positive and proactive Player Experience Manager to join the Game Operations team to be the driving force between three of the most crucial components for successful live operations: Customer Support, Community Development and Production.

Your goal is to emphasize a “player first” mentality, while proactively and reactively addressing player’s needs to provide them with the best player experience possible on both in-game and web environments.

To reach this goal, you’ll work with Production Team Leads to priories how to address players comments and concerns to help the Content, Com-Dev and Game Operations teams collaborate and solve issues with the player’s best interest in mind.

Responsibilities

Frontline Support

• Oversee the ongoing player support and relations experience from both team and player’s perspective.
• Collaborate closely with CS and Com-Dev team to provide information/knowledge sharing and handle frontline requests.
• Analyze and help improve customer service tools, continually evolving player support processes to reduce player pain points, overall ticket reduction and first response resolution.
• Act as the voice of players to monitor/follow up on live issues, so as to help developers to address them before new releases go live.

In-game Player Experience

• Code of Conduct/Sanctions/Appeals
• Omni-Channel communication (Patch notes. Maintenance alerts, Error messages)
• Accessibility
• Toxicity

Web Experience

• Looking after the player experience of all websites created around the game
• Code Redemption
• Friend Referral
• Game 2 Web
• Beta access
• Player online bug reporting

Qualifications

You as a person

You most likely have a passion for games and player experience, and see the value in great support and community management. Your extensive experience in customer support gives you the positive and problem-solving attitude that Ubisoft is known for, and you know who to approach to solve specific problems. Your knowledge of working within a service engine of several larger titles makes you able to leverage your experience as a gamer to guide research on player habits and behaviors, all with a creative perspective and an optimistic attitude.

Qualifications

• Proven work experience as a Player Experience Manager in the gaming industry or similar.
• Ideally 5+ years project management and/or customer support experience.
• Technical know-how and understanding of game development cycles.
• An ability to grasp customers’ needs and suggest timely solutions.
• Excellent verbal and written communication skills in English.
• In-depth knowledge with live games and live services.
• Knowledge of games and community development.
• Interpersonal and problem-solving abilities.
• Highly efficient abilities with MS Office.

Additional Information

Perks

We realize it takes world-class people to make world-class games. Apart from a competitive compensation package and a culture that thrives on creativity and individuality, Ubisoft Singapore offers a wide variety of perks including performance based incentives, comprehensive health and benefit packages, tuition reimbursement, flexible working hours, and opportunities for career development and learning.

Next step

Are you excited about creating the unknown? Are you serious about fun? Do you constantly seek out learning opportunities? At Ubisoft Singapore, we are looking for talent who are solution-oriented problem solvers, creative yet open to collaborate, and team players who also thrive in bringing their A-game to work.

If this sounds like you, shoot us your resume and we will invite you for a first chat to find out more about becoming an awesome addition to our team!

Company Description

Ubisoft Singapore is one of the top game development studios in the APAC region. Part of Ubisoft’s global network of studios, we’ve been creating memorable gaming experiences in Singapore since 2008. With over 30+ different nationalities, we are a diverse bunch of creatives redefining the world of digital entertainment for millions of players across the globe.