Customer Experience Program Manager - Event Management & Transversal Projects

Ubisoft Entertainment; Paris; Hybride; EUR 60 000 - 80 000; Plein temps

Résumé du poste

A leading gaming company in Paris is looking for a Customer Experience Program Manager to lead ITIL-based Event Management transformation and drive cross-departmental projects. Candidates should have a strong background in program or project management, effective communication skills, and a passion for gaming. The role offers a flexible work arrangement and various benefits, including profit sharing and healthcare.

Prestations

Profit sharing

Annual company savings plan

Paid time off

Transportation subsidies

Lunch vouchers

Healthcare

Gym available on-site

Qualifications

• Proven experience in program or project management across multiple departments, ideally within gaming or tech.
• Ability to lead continuous improvement initiatives and manage stakeholders.
• Fluent English required; French is a plus.

Responsabilités

• Lead the ITIL Event Management transformation within the Customer Experience Frontline team.
• Drive cross-departmental projects and collaborate with various teams.
• Oversee tactical execution ensuring timely delivery.

Connaissances

ITIL foundations certification

Program management

Stakeholder management

Communication skills

Outils

Project management tools

Description du poste

Customer Experience Program Manager - Event Management & Transversal Projects

• Full-time
• Contract: Permanent
• Flexible Working Organization: Hybrid

Ubisoft is a global leader in gaming with teams across the world creating original and memorable gaming experiences, from Assassin’s Creed, Rainbow Six to Just Dance and more. We believe diverse perspectives help both players and teams thrive. If you’re passionate about innovation and pushing entertainment boundaries, join our journey and help us create the unknown!

The mission of the Marketing Services, Media & Player Experience department is to support and deliver Ubisoft’s marketing strategies and offers to our audiences (players, communities, influencers, journalists, and partners) through various communication channels managed by teams within the department: CRM, Media, Player Experience, Community Management, Communications, and Customer Support.

Within this department, the Customer Experience team plays a transversal role, aiming to maximize customer satisfaction by mobilizing internal teams around customer needs through leadership and expertise in processes, tools, and organization. One key process is Frontline, Ubisoft’s WW collaborative effort to anticipate and mitigate customer needs for games, services, and events. This involves unifying worldwide teams including Production, Business, IT & Operations to ensure launch and operational readiness.

We are currently seeking a CX Program Manager - Event Management & Transversal Projects in our Paris office.

The main objectives of this role are to lead the ITIL-based Event Management transformation and drive cross-departmental projects across Ubisoft.

Within Event Management, you will:

• Lead and evolve the ITIL Event Management framework within the Customer Experience Frontline team.
• Champion continuous improvement initiatives, ensuring feedback is embedded and acted upon.
• Collaborate with service enablement, incident, and problem management teams to align initiatives with organizational goals.
• Identify, refine, and track KPIs such as Event Success Rate, Process Adherence, and Framework Adoption Rate.
• Facilitate retrospectives, workshops, and stakeholder interviews to identify improvements and drive actionable outcomes.
• Use data-driven insights to prioritize improvements and report progress to leadership.
• Document and communicate process changes clearly across teams for transparency and alignment.

As a Transversal Projects Program Manager, you will:

• Lead and develop programs aligned with the Customer Team’s strategic objectives.
• Define project milestones, deliverables, and timelines with stakeholders.
• Organize workshops, kick-offs, and meetings to align stakeholders.
• Identify risks and develop mitigation strategies throughout project lifecycles.
• Act as a liaison between departments for seamless coordination.
• Drive collaboration and knowledge sharing across teams.
• Oversee tactical execution, ensuring timely delivery and quality standards.
• Maintain transparency through updates, dashboards, and OKR tracking.
• Lead post-project evaluations and continuous improvement initiatives.

Qualifications include:

• Certification in ITIL foundations (or similar) with a strong understanding of LiveOps Event Management.
• Proven experience in program or project management across multiple departments, ideally within the gaming or tech industries.
• Ability to lead continuous improvement initiatives and manage stakeholders.
• Proficiency in project management tools and methodologies.
• Excellent communication, leadership, and stakeholder management skills.
• Creativity and willingness to challenge the status quo.
• Being a passionate gamer or involved in gaming communities is a plus.
• Fluent English required; French is a plus.

Personal qualities:

• Critical thinker and problem solver.
• Methodical and logical approach.
• Service-oriented and collaborative.
• Effective and fast communicator.
• Mindful of diversity and inclusion.

Benefits include profit sharing, annual company savings plan, paid time off, transportation subsidies, lunch vouchers, healthcare, and other perks. Our new office is located in Saint Mandé, with a gym available in the building.

Additional information:

• Full-time position.
• Flexible work arrangement discussed with the manager, with a typical 3 days/week on-site in Saint-Mandé.

Ubisoft promotes diversity and inclusion and offers equal opportunities for all applicants.