Studio Operations Lead

6 Months ago • 7 Years +
Operations

Job Description

The Studio Operations Lead acts as the primary contact between clients and Workplace (WP) and IT teams, managing priorities and ensuring deliverables are met. Responsibilities include understanding studio needs (operations, systems, projects), managing landlord and subtenant relationships, bridging domains for client needs, assessing client satisfaction, and implementing improvements. This role requires strong communication, project management, and problem-solving skills, along with the ability to create reports and presentations. The position involves 70% PanCan/Zone management and 30% Toronto studio-specific client management and coordination.
Good To Have:
  • Facilities management certifications
  • Interior design, construction, architecture knowledge
Must Have:
  • 7+ years experience in relevant field
  • Excellent customer service skills
  • Strong project management skills
  • Excellent communication skills
  • Problem-solving and analytical skills
  • Bilingual (English and French)

Add these skills to join the top 1% applicants for this job

communication
team-management

Description de l'entreprise

At Ubisoft Montreal, a leader in the video game industry located in the vibrant Mile-End neighborhood since 1997, we offer a unique work environment that allows you to create and enhance games that are part of internationally renowned AAA franchises.

When you join Ubisoft Montreal, you become part of a community of exceptional developers united by their drive to innovate, be creative, and work with cutting-edge technologies. You'll discover a world where employees benefit from continuous career development, a welcoming learning environment, and competitive compensation packages.

Most importantly, at Ubi Montreal, you’ll contribute to a wide range of high-profile and high-quality titles—Assassin’s Creed, Far Cry, Rainbow Six, Watch_Dogs, For Honor, and... well, we can’t share all our secrets now, can we?—and collaborate with some of the greatest talents in the industry.

Description du poste

What you do:

The main responsibilities and routine tasks of the Client Manager/Studio Operations Lead are to:

  • Act as major point of contact between clients and Workplace (WP) and IT teams to manage priorities and ensure deliverables are met; act as the main point of escalation. Promote clients' needs and drive change according to priority.
  • Maintain complete understanding of studio needs, including day-to-day operations needs, usage of existing systems/services/spaces, ongoing projects and WP and IT operations activities.
  • On-site landlord relationship management
  • On-site sub tenant relationship management
  • Act as a bridge between domains and functions for all client needs relating to Studio IT and WP Operations (client-centric approach)
  • Assess clients' satisfaction and work to improve the relationship by :
    • Providing counsel, visibility and consistent results to clients;
    • Remaining up-to-date on clients’ reality and constraints;
    • Maintain and regularly provide status updates on Zone Initiatives where they impact the Studio
    • Share updates, development and improvement opportunities with Operations Managers and Workplace and IT Leadership
    • Negotiate, document and track support needs and service level objectives;
    • Coordinate with Project Managers and Operations Team Managers to ensure customer expectations are met;
    • Recommend and help implement improvements to existing processes;
    • Propose, plan and implement internal initiatives to improve client-operations communications and provide greater visibility into both Zone and Studio initiatives
    • Create and regularly produce client and WP and IT Leadership facing reports and presentations;
    • Work closely with the Project Managers,  Operations Managers and other internal teams to resolve issues;
  • Carry out all other related tasks

Qualifications

What you have:

  •  7+ years of experience in construction project management, interior design, facilities management or building operations within a large organization
  • 5 years of experience customer service or customer relations role

Training and Experience:

 

  • Facilities Management, Architecture, Interior Design, Construction Project Management
  • University Degree in a relevant field

Skills:

  • Integrity and trustworthiness
  • Excellent customer service skills
  • Excellent project management skills
  • Excellent communication and writing skills
  • Excellent analytical and problem-solving skills
  • Proactive and autonomous
  • Ability to multi-task and prioritize
  • Ability to make complex information accessible
  • Ability to work under stress

Knowledge and requirements:

 

  • Facilities management, interior design, construction, architecture, project management certifications are an asset
  • Bilingual - English and French both written & spoken
  • On site in Toronto 5 days per week with occasional travel to other studios in the Zone.

Informations complémentaires

The split of tasks will be 70% PanCan/Zone including on-site management of landlord and sub-tenant relationships, governance, reporting, dashboarding , creating documents and presentations and 30% client management and coordination activities specific to the Toronto studio – no direct reports.

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