Ubisoft Help
Feb 2022 - Aug 2023
Ubisoft
Senior Program Manager
Led the Ubisoft Help program, owning the end-to-end player support surface across the CS portal, in-game help, bug reporting, and player guides with the goal of shrinking the time it takes a player to go from problem to solution.
01 // The Problem
Players moved through fragmented support surfaces, portal, in-game help, bug reporting, and guides each had their own friction points and disconnected workflows, increasing time-to-resolution.
02 // Approach
I stood up a unified program view across all Help surfaces so the portal, in-game help, bug reporting, and guide experiences could be managed as one system instead of disconnected streams.
The work centered on four responsibilities:
- Program unification across the full Help surface area
- Shared roadmap alignment between QA, Dev, and Design teams
- Stakeholder negotiation with game production, CRC, accounts, and IT to prioritize the highest-leverage work
- Program operations through budget management, QA testing plans, and roadmap reviews
That structure made it easier to keep delivery predictable while balancing player impact against internal stakeholder priorities.
03 // Outcome
Established a coordinated Help program roadmap with clearer ownership and prioritization across the player support surface.
The program improved:
- alignment across player-facing support channels
- prioritization between competing stakeholder needs
- operational cohesion across QA, Dev, and Design partners