Vendor Project Manager

Under the guidance and direction of the Vendor Operations Service 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 Cary, NC or Newcastle-upon-Tyne, however, your scope will extend to managing our partner relationships across the globe.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Service Governance & Vendor Management: Ensure comprehensive understanding of the services supported by Vendor Operations. Conduct assessments, performance evaluations, and business reviews to verify compliance with contractual obligations and aligned service performance metrics.
• Service Optimisation & Continuous Improvement: Provide solution-driven guidance to vendor leadership teams to enhance operational effectiveness, aligning with ITIL principles of Continual Improvement of each service.
• Knowledge Management & Process Standardisation: Act as a subject matter expert (SME) for Ubisoft games, internal tools, and processes, ensuring that knowledge is effectively captured, maintained, and shared across vendor teams.
• Strategic Vendor Relationship Management: Foster and maintain strong partnerships with Business Process Outsourcing (BPO) providers, ensuring alignment with ITIL best practices for Supplier Management and Relationship Management.
• Service Communication & Collaboration: Establish and maintain structured communication flows to ensure vendor partners receive timely, accurate, and relevant service updates, promoting transparency and alignment with business objectives.
• Incident & Problem Management: Identify and drive process improvement opportunities both internally within CRC and externally with vendor partners, focusing on proactive problem management and service stability.
• Operational Excellence & Workforce Planning: Collaborate cross-functionally to implement best practices in process optimization, agent training, and feedback loops that align with ITIL’s Service Operation guidelines.
• Capacity & Demand Management: Coordinate ramp-up/down and recruitment efforts in partnership with the Workforce Management Team to ensure optimal resource allocation and adherence to demand forecasts.
• Service Performance & Quality Assurance: Provide ongoing oversight of vendor performance, ensuring quality, Key Performance Indicators (KPIs), and Service Level Agreements (SLAs) are consistently met per contractual obligations.
• Service Review & Reporting: Lead operational reviews (weekly, monthly, and quarterly) and provide daily feedback, aligning with ITIL’s Service Reporting framework to ensure transparency and accountability.
• Strategic Service Delivery & Continuous Alignment: Work closely with the Vendor Operations Manager, Director of Player Services, and other stakeholders to define and refine operational strategies focused on service improvement, efficiency, and goal alignment with vendor partners.

COMPETENCIES:

• Proficiency in Data Analytics, Reporting, and Data Storytelling using Tableau, Excel, and other platforms.
• Strong communication skills with experience using collaboration tools such as Microsoft Loop, Confluence, and Jira.
• Knowledge of best practices for Knowledge Management and the ability to drive innovation through feedback loops within a Customer Support environment.
• Demonstrating a self-motivated mindset to Continuously Improve processes and solutions.

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.

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.

Benefits:

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

Perks:

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 with cereals, fruits, unlimited filtered water, teas, coffee. Regular professional and social events. Flexible working hours. 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.

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.