Company 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

Job Description

SUMMARY:
The 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.
The 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.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Core duties and responsibilities include the following. (Other duties may be assigned.)
• Team Leadership: Manage and mentor a team of Tier 2 Team Leads, providing guidance, training, and performance evaluations.

• Back Office Operations: Oversee the daily operations of the back office, ensuring timely and accurate processing of support requests and administrative tasks.

• Service Portfolio Management: Manage the service portfolio to ensure alignment with organizational goals and effective delivery of services.

• SLA Management: Ensure adherence to Service Level Agreements (SLAs) and monitor performance to meet or exceed targets.

• Service Management: Ensure the productive resolution of player issues, maintaining high levels of player satisfaction.

• Collaboration: Work closely across all internal & external support teams, as

📌 Associate Manager, Crc Player Services Pune
🏢 Ubisoft
📍 Pune