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:

The core duties and responsibilities include, but are not limited to, the following:

• 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:

To perform the job successfully, an individual should demonstrate the following 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.