Company Description
At Ubisoft Montreal, a leader in the video game industry located in the vibrant Mile-End neighborhood since 1997, we offer a unique work environment that allows you to create and enhance games that are part of internationally renowned AAA franchises.
When you join Ubisoft Montreal, you become part of a community of exceptional developers united by their drive to innovate, be creative, and work with cutting-edge technologies. You'll discover a world where employees benefit from continuous career development, a welcoming learning environment, and competitive compensation packages.
Most importantly, at Ubi Montreal, you’ll contribute to a wide range of high-profile and high-quality titles—Assassin’s Creed, Far Cry, Rainbow Six, Watch_Dogs, For Honor, and... well, we can’t share all our secrets now, can we?—and collaborate with some of the greatest talents in the industry.
Job Description
What you do:
The main responsibilities and routine tasks of the Client Manager/Studio Operations Lead are to:
- Act as major point of contact between clients and Workplace (WP) and IT teams to manage priorities and ensure deliverables are met; act as the main point of escalation. Promote clients' needs and drive change according to priority.
- Maintain complete understanding of studio needs, including day-to-day operations needs, usage of existing systems/services/spaces, ongoing projects and WP and IT operations activities.
- On-site landlord relationship management
- On-site sub tenant relationship management
- Act as a bridge between domains and functions for all client needs relating to Studio IT and WP Operations (client-centric approach)
- Assess clients' satisfaction and work to improve the relationship by :
- Providing counsel, visibility and consistent results to clients;
- Remaining up-to-date on clients’ reality and constraints;
- Maintain and regularly provide status updates on Zone Initiatives where they impact the Studio
- Share updates, development and improvement opportunities with Operations Managers and Workplace and IT Leadership
- Negotiate, document and track support needs and service level objectives;
- Coordinate with Project Managers and Operations Team Managers to ensure customer expectations are met;
- Recommend and help implement improvements to existing processes;
- Propose, plan and implement internal initiatives to improve client-operations communications and provide greater visibility into both Zone and Studio initiatives
- Create and regularly produce client and WP and IT Leadership facing reports and presentations;
- Work closely with the Project Managers, Operations Managers and other internal teams to resolve issues;
- Carry out all other related tasks
Qualifications
What you have:
- 7+ years of experience in construction project management, interior design, facilities management or building operations within a large organization
- 5 years of experience customer service or customer relations role
Training and Experience:
- Facilities Management, Architecture, Interior Design, Construction Project Management
- University Degree in a relevant field
Skills:
- Integrity and trustworthiness
- Excellent customer service skills
- Excellent project management skills
- Excellent communication and writing skills
- Excellent analytical and problem-solving skills
- Proactive and autonomous
- Ability to multi-task and prioritize
- Ability to make complex information accessible
- Ability to work under stress
Knowledge and requirements:
- Facilities management, interior design, construction, architecture, project management certifications are an asset
- Bilingual - English and French both written & spoken
- On site in Toronto 5 days per week with occasional travel to other studios in the Zone.
Additional Information
The split of tasks will be 70% PanCan/Zone including on-site management of landlord and sub-tenant relationships, governance, reporting, dashboarding , creating documents and presentations and 30% client management and coordination activities specific to the Toronto studio – no direct reports.
