Ubisoft+
Sep 2019 - Jun 2021
Ubisoft
Supervisor, E-Commerce Operations
Helped launch Ubisoft+, Ubisoft's first subscription service, supporting launch-readiness through refund-flow validation, subscription edge-case testing, public and internal knowledge base coverage, marketing-tool testing, and PSP readiness for worldwide commerce.
01 // The Problem
Launching a worldwide game subscription meant subscription edge cases, refund flow gaps, and inconsistent CS knowledge could break trust on day one across multiple regions and payment providers.
02 // Approach
Partnered closely with dev teams to test refund flows and subscription edge cases, ran PSP validation across worldwide regions, helped pick correct marketing tools, and produced both public-facing FAQs and internal CS knowledge articles so frontline teams and self-serve players had the same answers.
03 // Outcome
Supported a successful Ubisoft+ launch with working refund and subscription flows across regions, plus ongoing escalation and feature-request support post-launch. Certain volume and performance metrics are not public, so this case study focuses on scope, ownership, and delivery outcomes.