Siege Player Experience & Service Strategy Lead

Ubisoft2; Newcastle upon Tyne; On-site; GBP 60,000 - 80,000; Full time

Job summary

Ubisoft Newcastle seeks a Service Manager to shape and oversee CRC support for Rainbow Six Siege. You will report to the Associate Director of Service Management and partner with game, business and support teams to improve player experience and adapt services to evolving needs.

You will define the service roadmap, manage incidents, and drive improvements across processes, documentation, and knowledge resources for the portfolio.

Qualifications

• Experience in customer support, service or product management in gaming or tech.
• Ability to document processes and manage knowledge resources.
• Strong incident handling and player experience improvement skills.
• Use service data and player feedback to understand problems and recommend improvements.
• Communicate plans, findings and outcomes clearly.
• Collaborate across teams and gain support without direct authority.

Responsibilities

• Define and update the service strategy and roadmap for the Rainbow Six Siege portfolio
• Build partnerships with Rainbow Six production and business teams, Ubisoft Core Services and CRC teams
• Facilitate service reviews and monthly business reviews, sharing recommendations on player experience and performance
• Track service measures, player feedback and operational data to identify trends, risks and opportunities
• Report on the value and effectiveness of CRC services, working with analytics and operational teams to inform planning
• Improve processes, policies, documentation and knowledge resources for the portfolio
• Identify points of friction in the player journey and maintain a prioritised improvement roadmap
• Prepare business cases for service improvements, measure results and apply lessons learned
• Partner with other Service Managers on shared services and cross-portfolio work, keeping the full player support journey in view
• Assess service readiness for new features, releases and initiatives, and turn recurring issues and incidents into improvements

Skills

Customer Support

Service Management

Product Management

Gaming Industry

Process Documentation

Data Analysis

Job description

Ubisoft Newcastle seeks a Service Manager to shape and oversee CRC support for Rainbow Six Siege. You will report to the Associate Director of Service Management and partner with game, business and support teams to improve player experience and adapt services to evolving needs.

You will define the service roadmap, manage incidents, and drive improvements across processes, documentation, and knowledge resources for the portfolio.