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Customer Experience Program Manager
Ubisoft
San Francisco, CA, United States
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Company Description
Ubisoft is composed of over 12,000 talented people located in 28 countries across the globe. With around 85% of its staff devoted to game development, Ubisoft has the 2nd largest in-house creative team in the world.
The company’s 27 different creative studios work hand-in-hand each day to deliver rich and innovative gaming experiences that reflect the creativity and diversity of their teams. This cross-studio collaboration model means every team member has the opportunity to participate in challenging projects based on iconic brands including Assassin's Creed®, Tom Clancy's Ghost Recon®, Tom Clancy's Splinter Cell®, Rabbids®, Rayman®, Watch Dogs®, Far Cry®, The Crew®, Just Dance® and more.
With an expansive global distribution network, Ubisoft is also a company that stays in close contact with its local fans.
Job Description
Have you ever been frustrated dealing with a company who doesn’t seem to respect you as a customer, and thought “If only they did that differently”? And are you a process driven project manager who loves aligning large strategic projects with lots of stakeholders? Then we may have the job for you!
Ubisoft is looking for a Customer Experience Program Manager as part of its Customer Management Group. The CX PM will work closely with the Director of Customer Experience, and is part of the Program Management team – a cross functional group supporting individual teams in the CM group.
The Program Manager role is tasked with the organization, communication, and planning of the Customer Experience team. To be successful we require someone who’s immensely passionate about digital experiences, and who gets excited on how to best apply the modern marketing automation toolsets to make Ubisoft’s Experiences Memorable.
Responsibilities:
• Work with the CX team to develop a plan for the overall Customer Experience Vision at Ubisoft
• Plan and organize the CX team’s project backlog and infrastructure projects
• Set timelines and goals for each phase of the projects and experiences as prioritized by the various stakeholders
• Create, edit, and validate project scope documentation and requirements as needed
• Coordinate the needs and roles of all stakeholders, maintain roles definitions, and update and share all project management documentation
• Understand and communicate what the Critical Path is for each project and keep the stakeholder groups focused on moving that path forward according to timelines
• Hold regular coordination meetings between the stakeholders to keep all participants up to speed with the latest on the project status and hold teams accountable for deliverables
• Facilitate Conflict Resolution between projects and teams in a collaborative and productive way
• Perform regular risk assessments for the project timelines and deliverables and document “plan b” options for meeting goal timelines
• Follow escalation paths for executive awareness for general status, risk assessments, budgets, and timeline compliance.
Qualifications
• 5+ years of Project or Program Management experience in a comparable field and industry.
• Experience with CRM, Customer Management, or Customer Support functional teams required
• Demonstrable Expertise in Project management best practices for documentation, organization, and communication
• Experience working with IT Technology teams, and be comfortable translating business needs into developer projects
• Understand and communicate on all the core business drivers for Customer Experience and larger Customer Management industries
• Be exceedingly proactive, driving the conversation forward, pushing for progress, breaking down roadblocks and making it happen
• Know Scrum methodology for project and program management as it applies to both product development and business Process management.
• Project/process management certification a plus – PMP or other similar
• Excellent communication skills for both written and verbal formats
• French language skills and proficiency a plus.
Additional Information
Ubisoft is committed to creating an inclusive work environment that reflects the diversity of our player community. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, ethnicity, religion, gender, sexual orientation, age or disability status.