Ubisoft Help Roadmap & Customer Support Platform Delivery

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.

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 five responsibilities:

1. Roadmap ownership across contact flows, in-game help, user research pipelines, and platform improvements
2. Requirements quality through PRDs, one-pagers, Jira user stories, acceptance criteria, OKRs, release plans, and backlog prioritization
3. Cross-functional estimation with product managers, developers, designers, QA, support, and business stakeholders so delivery plans reflected real constraints
4. Delivery cadence using Jira, Confluence, Miro, Scrum, Kanban, sprint planning, standups, and backlog grooming
5. Stakeholder coordination across a 200+ person environment spanning multiple departments

That structure made it easier to keep delivery predictable while balancing player impact against internal stakeholder priorities.

The work ran in parallel with customer support readiness for major Ubisoft releases during this period, including Assassin's Creed: Nexus VR, Assassin's Creed: Mirage, The Crew: Motorfest, Avatar: Frontiers of Pandora, and Just Dance 2024 Edition.

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
• translation of user research and support signals into product requirements
• estimation and sequencing across product, engineering, design, and QA partners
• operational cohesion across QA, Dev, and Design partners