Customer Experience Program Manager - Frontline LiveOps Event Management

Ubisoft Entertainment; North East; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A major gaming company in the UK is seeking a CX Program Manager to oversee the planning and delivery of live events for games. This role involves coordinating multiple teams to enhance customer experience, ensuring operational readiness, and applying ITIL best practices. Candidates should have a strong project management background, communication skills, and familiarity with tools like Jira and MS Office. The position offers a competitive salary and hybrid work flexibility.

Benefits

Personal performance bonus

Private Health Insurance

Life Assurance

Long Term Disability Insurance

Pension

Discount on video games

25 days of holiday

Qualifications

• Proven experience in program or project management within the video game or tech industries.
• Strong project management skills including critical thinking for risk awareness.
• Understanding of LiveOps Event Management practices.

Responsibilities

• Lead Frontline operations for games and services.
• Ensure stakeholders are aligned and updated.
• Manage crisis situations for Frontline programs.

Skills

Project management

Communication skills

Organizational skills

Education

Certification in ITIL foundations

Tools

Jira

Confluence

MS Office

Job description

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

Company Description

Ubisoft’s 19,000 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.

Job Description

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

Within this department, the Customer Experience team has a transversal role and aims to help maximize customer satisfaction by mobilizing internal teams around our customers core needs through leadership and expertise in process, tools, and organization. One of these processes is Frontline. Frontline is Ubisoft´s WW collaborative effort to anticipate and mitigate customer’s needs for games, services, and events.We attempt to mobilize and unify worldwide teamsincluding but not limited toProduction, Business, IT&Operations to ensure launch and operational readiness.

The role of CX Program Manager - Frontline LiveOps Event Management,scope includes the planning and successful delivery of all live events impacting games and services assigned within the Frontline team

As part of the Live Events Program Manager mandate you will:

• Follow ITIL best practices for Event Management, ensuring that objectives and deliverables of the Frontline program lifecycle are followed and met to guarantee the launch and operational readiness of our Frontline teams.
• Lead and animate smooth Frontline operations for games & services in pre-launch, launch and post launch for all events (beta, tech test, launch, new seasons, title updates, sunsets, etc.)
• Ensure all stakeholders are aligned and updated through frequent calls and optimized processes
• Frequently report on project progress and risks to relevant teams and your management
• Ensure you track and document the latest updates on your assigned projects in our internal tools.
• Manage crisis situations on your assigned Frontline programs and orchestrate the resolution process for Frontline teams

Qualifications

• Certification in ITIL foundations (or similar) with a strong comprehension of the LiveOps Event Management practice.
• Proven experience in program or project management across multiple departments or business units, ideally within the video game or tech industries.
• Demonstrated ability to contribute to continuous improvement initiatives and manage cross-functional stakeholders.
• You have outstanding communication, organizational and interpersonal skills to build and maintain relationships with frontline stakeholder teams (verbal/presentation/written)
• Strong project management skills including critical thinking to raise awareness about project risks
• A general understanding of tools used by our teams including Atlassian suite (Jira, confluence), MS office suite (Teams, Excel, PowerPoint, Word, SharePoint)
• You are proficient creating and maintaining effective documentation in both Confluence and SharePoint
• Creativity, thinking outside the box and challenging the status quo
• Being a Hard-Core gamer; part of a game community, e-sports fan … is a plus but not mandatory
• Fluent English is a must / Fluent French is a plus

You as a person

• Critical thinker and problem Solver
• Methodical and Logical approach
• Service vocation and Collaborator
• Fast and efficient Communicator
• D&I (mindful of your environment, treat others as THEY liked to be treated)

Additional Information

In line with Ubisoft's hybrid work model, our flexible work policy includes a minimum of three days per week in our Newcastle office, with the option to work from home up to two days.

With Ubisoft CRC, you will receive a competitive salary along with:

• Personal performance bonus
• Private Health Insurance (including eye care and dental)
• Life Assurance
• Long Term Disability Insurance
• Pension
• Significant discount on the world’s best video games
• Access to Ubisoft's back catalogue on PC
• 25days of holiday
• We work in the heart of Newcastle city centre, right on top of Haymarket metro station in a lively, international and creative space.
• A kitchen stocked withcereals, fruits, unlimited filtered water, teas, coffee
• Regular professional and social events
• A casual dress code
• Fun, we like to work hard but have a laugh too!

Ubisoft offers the same job opportunities to all, without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age. Ubisoft ensures the development of an inclusive work environment which mirrors the diversity of our players’ community.