KCS Manager

Job 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.

We are seeking a dynamic and experienced Knowledge Centred Service (KCS) Manager to join our team. In this role, you will be responsible for leading the implementation of KCS principles and practices within our Player Experience Organization. You will work closely with cross-functional teams to develop, implement, and optimize knowledge management processes to enhance customer support efficiency and effectiveness.

Key Responsibilities:

·  Develop and implement a comprehensive strategy for knowledge management aligned with KCS methodologies.
·  Lead the design and development of a centralized knowledge base, ensuring content accuracy, relevance, and accessibility.
·  Collaborate with stakeholders across the organization to identify knowledge gaps, capture tacit knowledge, and promote knowledge sharing culture.
·  Establish and maintain KCS performance metrics and reporting mechanisms to track knowledge management effectiveness and identify areas for improvement.
·  Provide guidance and training to customer support teams on KCS best practices, including content creation, reuse, and continuous improvement.
·  Drive continuous improvement initiatives to optimize knowledge management processes and enhance the overall customer support experience.
·  Stay updated on industry trends and best practices in knowledge management and customer support to drive innovation and maintain competitive advantage.
·  Foster a culture of collaboration, accountability, and continuous learning within the organization.
·  Bachelor's degree in Business Administration, Information Management, or related field; Master's degree preferred.
·  Proven track record of successfully implementing KCS methodologies and best practices in a large-scale organization.
·  Strong project management skills with the ability to lead cross-functional teams and drive initiatives to completion.
·  Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
·  Analytical mindset with the ability to leverage data and metrics to drive decision-making and measure success.
·  Experience working in the gaming industry or other fast-paced, customer-centric environments is a plus.
·  KCS / ITIL certification or relevant professional certifications (e.g., HDI Knowledge-Centered Support Certification) preferred.

Benefits

With Ubisoft CRC, you'll 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 know the world of work has changed, so we have a great hybrid working scheme that allows our team members to work from our Newcastle office surrounded by an amazing team and also spend some days remote work from home;
·  Ongoing training and career progression paths through our learning academies;
·  We want everyone involved in our games to share our success, that’s why we have a generous multi ownership shares scheme;
·  In addition to your salary and performance bonus, we also contribute to your pension, offer private medical cover and life assurance;
·  Be Active allowance for activities including gym membership, sports classes and National Trust plan.
·  Family-Friendly Policies including enhanced Maternity & Paternity Leave, PET-ernity leave, Fertility and Adoption Policies.
·  Quarterly team building days, launch events and celebration parties!
·  Entertainment area with consoles, books, pool table and more;
·  Free snacks, fruit and drinks.

 

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.