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Senior Service Partner Manager

Location: Austin, TX, USA

Notice

This position is no longer open.

Requisition Number: 155180

Position Title: Customer Experience Analyst III

External Description:

Senior Service Vendor Manager

#WeAreEA and we exist to inspire the world to play. EA values creativity, pioneering, passion, determination, learning and teamwork. We mean things like actioning with curiosity, speaking up with original ideas, and committing to each other as one team.

We’re looking for all the best kinds of people to make great experiences for our players. The best people want a job that inspires them, while giving them room to enjoy their lives. And we want to give them that. We celebrate diversity and inclusion by creating a place where you can come to work and be yourself.

 

And we want you to join us. We’re hiring a Senior Service Partner Manager

This role is part of EA’s Customer Experience organisation. The Customer Experience organisation strives to make EA known for taking care of its players. We’re players taking care of players and people talking to people – whenever, wherever, and however they need us.

The Senior Service Partner Manager will build strong relationships with our chosen outsourced Service Partners and have accountability for their day to day operational performance. They will champion EA’s culture and vision and will work to empower and encourage their Partners to provide a Signature Experience that Connects, Resolves, and Exceeds the expectations of our most passionate game enthusiasts.

This Senior Manager will work with multiple global teams across Customer Experience including Operations, Insights, Partners and Programs. This position will require willingness and availability to travel and may require relocation.

So how does the Senior Service Partner Manager make great experiences for players? They:

  • Analyse daily delivery of service to players across multiple channels and languages, ensuring that contract KPI’s are being achieved and develop operational improvement plans in collaboration with the Partner when they are not.
  • Understand the factors that impact performance and work cross-functionally to remove barriers that affect our Partner’s ability to perform optimally.
  • Identify and implement strategies for experience improvement which are linked to our business goals and strike the right balance between delivering cost efficiencies, staffing model agility and quality interactions.
  • Partner closely with the business to help define and execute against our customer support strategy.
  • Work with our Global Sourcing team to ensure that we partner with the right outsourced vendors to enable delivery of Signature Experiences whilst also negotiating best-in-class Partner terms.
  • Provide context around global issues to enable better prioritization of Player First initiatives.
  • Facilitate positive working relationships which foster a collaborative work environment where teams are invested in each other’s success.

If this role is for you, then you have: 

  • 5 or more years of experience in customer care and/or contact centre management.
  • Strong operational management capabilities, with a proven track record of delivering results against key performance targets and goals through successful management of vendor partnerships.
  • Thought leadership capability with the ability to inspire people with innovative ideas and the capacity to drive results in difficult times.
  • Excellent verbal and written communication skills which enable you to tailor your message to your audience and be brand ambassador.
  • Strong presentation skills to relay stories supported by data.
  • The ability to interact professionally with a diverse group of internal and external stakeholders and influence effectively without authority.
  • A ‘can-do’, results driven, attitude.
  • Bachelor’s or advanced degree preferred.

 

 

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Community / Marketing Title: Senior Service Partner Manager

Company Profile:

We are a global team of creators, storytellers, technologists, experience originators, innovators and so much more. We believe amazing games and experiences start with teams as diverse as the players and communities we serve. At Electronic Arts, the only limit is your imagination.

EEOText:

About Electronic Arts

Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.

We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us. We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life. We provide comprehensive benefit packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more. Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

Days Open: 196

Can this position be remote?:

EEO Employer Verbiage:

About Electronic Arts

Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.

We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us. We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life. We provide comprehensive benefit packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more. Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

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