{"id":3270255,"url":"https://alion.io/job/ubisoft-associate-manager-player-services","title":"Associate Manager, Player Services","company":{"id":3624,"name":"Ubisoft","domain":"ubisoft.com","url":"https://alion.io/company/ubisoft","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":76,"open_postings":39,"ghost_share":0,"stale_share":0.974,"repost_share":0,"time_to_fill_p50_days":31,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Management","role_family":"Management","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":7000,"max_usd":16500,"period":"year","method":"role_seniority_country_remote_cell","sample_n":15},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false}],"status":"live","first_seen_at":"2026-10-26T09:53:12Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-10-29T20:28:23Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"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!\n SUMMARY:\nThe Associate Manager, Player Services, serves as the operational owner of Tier 2 service delivery within the CRC Pune Service Delivery Centre. Reporting into the Director, this role ensures that all service management practices, processes, and performance standards adhere to ITIL 4 principles and organizational goals.\nThe Associate Manager oversees back-office operations, service portfolio performance, and end-to-end player support delivery, ensuring effective alignment with the tiered support functions. Acting as the primary interface between operations, analytics, quality, training, and service governance teams, this role drives continuous improvement, SLA adherence, and service excellence.\nESSENTIAL DUTIES AND RESPONSIBILITIES:\nCore duties and responsibilities include the following. (Other duties may be assigned.)\nTeam Leadership: Manage and mentor a team of Tier 2 Team Leads, providing guidance, training, and performance evaluations.\n\nBack Office Operations: Oversee the daily operations of the back office, ensuring timely and accurate processing of support requests and administrative tasks.\n\nService Portfolio Management: Manage the service portfolio to ensure alignment with organizational goals and effective delivery of services.\n\nSLA Management: Ensure adherence to Service Level Agreements (SLAs) and monitor performance to meet or exceed targets.\n\nService Management: Ensure the efficient resolution of player issues, maintaining high levels of player satisfaction.\n\nCollaboration: Work closely across all internal & external support teams, as well as other departments such as product development and finance, to ensure seamless service delivery.\n\nPMO Integration: Collaborate with the Project Management Office (PMO) to ensure alignment of projects and initiatives with service delivery goals.\n\nQuality Assurance: Work closely with the quality assurance team to maintain high standards of service delivery.\n\nLearning & Development: Collaborate with the global Learning & Development (L&D) team to ensure continuous training and development of the support team.\n\nReporting: Prepare and present regular reports on team performance, operational efficiency, and service metrics to senior management.\n\nEscalation Management: Handle escalated player issues and ensure they are resolved promptly and satisfactorily.\n\nCompliance: Ensure all support activities comply with company policies, local policies, industry standards, and regulatory requirements.\n\nGlobal Practices: Ensure robust adherence to global practices and standards, aligning with the organization's international policies and procedures.\n\nLocal Leadership: Act as the local leader, representing the CRC service delivery centre, fostering a positive work environment, and addressing local challenges and opportunities.\n\nCollaboration with Local Leadership: Work closely with local leadership to align the service delivery centre's goals with regional objectives, ensuring cohesive and effective operations.\n\nITIL Integration: Implement ITIL methodology and best practices to enhance service delivery and operational efficiency.\n\nPerformance Management: Define and execute operational strategies by conducting needs assessments, performance reviews, by utilizing the MAP system effectively.\n\nPerformance Tracking: Utilize relevant data, daily reports, performance observation, and all established KPI’s to track and evaluate individual and team performance.\n\nHuman Resources: Actively and regularly engage with your local Human Resource Business Partners and your senior leadership regarding team morale, performance risks, and all personnel issues which may impact business operations.\n\nQUALIFICATIONS:\nTo perform this job successfully, you must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 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. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.\nEDUCATION:\nBachelor's degree in Business Administration, Information Technology, or a related field\n\nEXPERIENCE:\nMinimum 3 years of experience in a player support or service role, with at least 2 years in a managerial position.\n\nSKILLS:\nStrong leadership and team management skills.\n\nExcellent communication and interpersonal skills.\n\nAbility to analyze data and generate actionable insights.\n\nProficiency in player support software and tools.\n\nStrong problem-solving and decision-making abilities.\n\nKnowledge of ITIL practices and methodologies.\n\nPREFERRED QUALIFICATIONS:\nExperience in a global organization.\n\nITIL certification.\n\nMultilingual capabilities.\n\nWORKING CONDITIONS:\nThis role may require occasional travel.\n\nAbility to work flexible hours to accommodate global time zones.\n\nConsiderable understanding of video games and broad video game culture.\nThe responsibilities outlined above are not exhaustive and may evolve in line with changing business, project, and organizational requirements or subject to change based on business requirements.","description_format":"text","description_chars":5745,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Game Development"],"lifecycle":[{"event":"open","at":"2026-10-26T11:16:29Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":2,"expected_fill_days":31,"reasons":["conf:3","stale_co","velocity","win:early","comp:junior,brand"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/ubisoft-associate-manager-player-services","json_url":"https://alion.io/job/ubisoft-associate-manager-player-services.json","meta":{"generated_at":"2026-10-30T00:27:53Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":463,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3624},"rest":"https://alion.io/mcp/rest/get_company?id=3624"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fubisoft-associate-manager-player-services"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fubisoft-associate-manager-player-services"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fubisoft-associate-manager-player-services"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ubisoft-associate-manager-player-services\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fubisoft-associate-manager-player-services"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3270255}},{"tool":"search_jobs","arguments":{"company":"ubisoft.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3270255},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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