Ubisoft Gear Store
Sep 2019 - Jun 2021
Ubisoft
Supervisor, E-Commerce Operations
Supported the Ubisoft Gear Store as an ongoing on-demand merchandise program, partnering with business, development, and design teams on product launches, site QA, reporting, customer support policies, refund workflows, returns, and player-facing FAQs.
01 // The Problem
The Ubisoft Workshop model relied on physical warehouse inventory, which limited product flexibility and created extra support and fulfillment overhead. The Gear Store needed a scalable on-demand model with stronger QA, reporting, and customer support coverage.
02 // Approach
I supported the Gear Store transition by helping turn a merchandising concept into an operating model that could be launched, tested, and supported at scale.
The work fell into three areas:
- Platform transition support through BigCommerce for site building and order management
- Launch and ongoing QA for new products, merch flows, customization paths, and fulfillment behavior
- Support readiness through public and internal FAQs plus clear refund and return policies
That combination helped the program operate like a durable commerce surface instead of a one-time merch experiment.
03 // Outcome
The Gear Store shifted from warehouse-based inventory to an on-demand fulfillment model.
The change improved:
- operational flexibility by reducing physical inventory management
- customer choice through customizable products such as color and gamer tags
- support readiness through stronger policy, FAQ, and reporting practices