Ubisoft+
Sep 2019 - Jun 2021
Ubisoft
Supervisor, E-Commerce Operations
Helped launch Ubisoft+, Ubisoft's first subscription service, supporting launch-readiness through refund and cancellation flow validation, subscription edge-case testing, public and internal knowledge base coverage, marketing-tool testing, and PSP readiness for worldwide commerce.
Worth noting
A few things I would call out
- Validated subscription refund, cancellation, and edge-case flows with dev teams ahead of worldwide launch.
- Built public FAQ articles and internal CS knowledge base coverage to scale support readiness.
- Tested multiple PSPs and marketing tooling to ensure worldwide commerce readiness across regions.
01 // What was getting in the way
Launching a worldwide game subscription meant subscription edge cases, refund flow gaps, cancellation confusion, and inconsistent CS knowledge could break trust on day one across multiple regions and payment providers.
02 // What I did
Partnered closely with dev teams to test refund, cancellation, 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 // What changed
Supported a successful Ubisoft+ launch with working refund, cancellation, 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.