This job might no longer be available.

Vendor Project Manager - Player Services

Job Description

Under the guidance and direction of the Vendor Operations Manager, the Vendor Project Manager, Player Services will facilitate and maintain relationships and oversight between our organization and our vendor/partners. You will be the communication and operational link between Ubisoft and our globally located Vendor partnerships. This role will be based in our Customer Relationship Centre in Newcastle-upon-Tyne, however, your scope will extend to managing our partner relationships across the globe.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Core duties and responsibilities include the following, however, other duties may be assigned.
• Define and execute operational strategies by conducting vendor assessments, performance reviews, and business reviews.
• Provide solutions-oriented support and guidance to the vendor leadership teams to maximize operational effectiveness.
• Be an expert of Ubisoft games, internal tools and processes.
• Establish and cultivate a trusting relationship with our partner BPO(s).
• Create and maintain communication flows to ensure our vendor partners are updated with the most recent and relevant information.
• Identify and drive process improvement opportunities both internally within the CRC as well as externally with our vendor partnerships.
• Work cross-departmentally within the CRC to drive best-practices, process improvement, agent training, and feedback.
• Coordinate ramp-up/down and recruitment in alignment with our workforce solutions team to ensure that that coverage and team size targets are consistently maintained.
• Provide oversight and monitoring of vendor partner performance, quality and KPI’s to ensure they meet the contractually agreed upon targets.
• Lead weekly, monthly, and quarterly business reviews as well as providing daily feedback and support.
• Work closely with the Vendor Operations Manager, Director of Player Services, and other internal stakeholders to define operational strategy on process improvement, operational efficiencies, and goal setting for our vendor partnerships.
• Ensure vendor Service Level Agreements are met by providing operational oversight, communicating expectations for each vendor partner, and planning resource allocations in alignment with workforce solutions forecast.
• Create and maintain a functional communication and review framework to ensure accountability with our vendor partners.

Qualifications

To be successful in this role, the candidate must demonstrate acumen and experience in project management, have excellent verbal and written English skills, have prior experience in Customer Service, and experience working with multi-cultural teams. You must be able to take a hands-on approach while maintaining self-sufficiency when working independently. Excellent communication, collaboration, and organizational skills with attention to detail while providing innovative thinking and continuous process improvement will define your success in this role. The candidate must be passionate about our games and supporting our players. This role will require occasional travel to our other CRCs as well as the various locations for our vendor partners based around the globe.

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

Intellectual

• Analytical
• Problem Solving
• Project/Task Management
• Technical Skills

Interpersonal

• Customer Service
• Interpersonal Skills
• Oral Communication
• Written Communication
• Teamwork

Leadership

• Visionary Leadership
• Change Management
• Delegation
• Coaching
• Managing Partnerships
• Quality Management

Organization

• Business Acumen
• Efficiency awareness
• Diversity
• Ethics
• Organizational Support
• Strategic Thinking

Self-Management

• Judgment
• Motivation
• Planning/Organizing
• Professionalism
• Quality
• Safety and Security
• Adaptability
• Initiative
• Innovation

Additional Information

WHAT WE OFFER

• We know the world of work has changed, so we have a great hybrid working scheme that allows our team members to work from our Newcastle office surrounded by an amazing team and also spend some days remote work from home.
• Ongoing training and career progression paths through our learning academies
• We want everyone involved in our games to share our success, that’s why we have a generous multi ownership shares scheme
• In addition to your salary and performance bonus, we also match your pension, offer Private Medical Cover with BUPA and Death in Service Insurance.
• Active Living monthly allowance for activities including gym membership, sports classes and National Trust plan
• Family-Friendly Policies including enhanced Maternity & Paternity Leave, PET-ernity leave, Fertility, and Adoption policies.
• Cycle to Work scheme
• Interest free loans for annual public transport passes
• 25 days annual leave p.a. plus Bank Holidays
• Three volunteering days p.a.
• Free fruit, breakfast and hot drinks in the office
• Quarterly team building days, launch events and celebration parties!
• Entertainment area with consoles, books, pool table and darts!

Important Information to consider before submitting your application:

The job is a Permanent role working 37.5 hours per week.

This role requires candidates to work from the office min. 2 days per week, so living within a commutable distance of Newcastle-upon-Tyne is essential.

Company Description

Ubisoft’s 20,000 team members, working across more than 30 countries around the world, are bound by a common mission to enrich players’ lives with original and memorable gaming experiences. Their commitment and talent have 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 game-changing challenges, cutting edge technologies and pushing the boundaries of entertainment, we invite you to join our journey and help us create the unknown.

Ubisoft CRC Newcastle

Here at the Consumer Relationship Centre, we have one thing in mind, MAKE BETTER GAMING HAPPEN!

Our aim is to provide exceptional player support, engaging on a level that helps build trust and love towards our wide range of brands and worlds. For our mission, we engage with our players on a multitude of platforms, such as our live chat and email channels, social media channels on Facebook and Twitter, as well as interacting on Discord and Reddit too.

Our mission is to enrich our players’ lives with unique and memorable gaming experiences, engaging with our players as players ourselves, providing a support experience like no other. We want our communities to thrive and provide excellence to our players.