Ubisoft Gear Store E-commerce Launch & Customer Experience Operations
Sep 2019 - Jun 2021
Ubisoft
Supervisor, E-Commerce Operations
Served as the customer support stakeholder and voice-of-customer representative for Ubisoft Gear Store launch readiness and e-commerce operations. The work connected customer-facing friction back to product, operations, vendor, and support teams across checkout, order flow, refunds, fulfillment, listings, and merchandising.
Worth noting
A few things I would call out
- Served as the customer support stakeholder and voice-of-customer representative for Ubisoft Gear Store and marketplace operations.
- Supported checkout, cart abandonment, payment issue, order flow, refund, fulfillment, item listing, merchandising, and launch-readiness workstreams.
- Prepared support workflows, escalation paths, and launch readiness materials for e-commerce operations.
01 // What was getting in the way
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 // What I did
I supported the Gear Store transition by helping turn a merchandising concept into an operating model that could be launched, tested, and supported by real customer-facing teams.
The work fell into four areas:
- Voice-of-customer feedback loops that connected checkout friction, cart abandonment, payment issues, order flow problems, and support trends back to product, operations, and vendor partners
- Launch and ongoing QA for new products, merch flows, customization paths, item listings, merchandising behavior, and fulfillment paths
- Support readiness through workflows, escalation paths, public-facing FAQs, internal materials, refund guidance, and return policies
- Operational coordination across support, e-commerce, product, vendor, and fulfillment teams so customer issues could be prioritized and resolved
That combination helped the program operate like a durable commerce surface instead of a one-time merch experiment.
03 // What changed
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, escalation, and launch-readiness practices
- product feedback loops that made customer-facing friction visible to the teams who could fix it