PLM Technical Operations Manager

Requisition Number: 158568

Position Title: Operations Product Manager 2

External Description:

PLM Technical Operations Manager

Main Purpose of the Role

The PLM Submissions Technical Manager is responsible for creating and managing the successful on-time delivery of all product configuration plans (Tech Maps) and actual product setups for all Franchises across assigned platforms globally. The role is responsible for overseeing and programme managing the Release Managers and Real Time Operations (RTO) support teams to deliver flawless execution through the platform partners’ submission process and product set ups.

The role works very closely with the PLM Franchise Leads to set the plan with Studio and Publishing for content required for submission to support each product launch. The role partners with key internal teams (PLM Franchise Ops, Studio/QA, Digital Sales/Marketing and Asia Ops) and key external Platform Partners to ensure flawless product delivery via RTO as well as comprehensive configuration plans to deliver the set up and go to market strategies, adhering to timelines that meet the PLM Franchise Operations schedule. The role will ensure alignment across the department for process, product and people.

The PLM Technical Operations Manager is also responsible for leading the education, development and promotion of external platform tools and systems required to successfully deliver the set up and submission to First Party platform holders (Sony, Microsoft, Nintendo, Steam, Epic and others).  The role partners closely with EA Studios to ensure accurate, timely set up of content with our platform holders as well as provide advice and platform guidance to the Commercial and Publishing organisation.

The Technical Manager defines the engagement plan with EA Studios to manage content set up through First Party portals. The role oversees all products, uses knowledge and set standards for platform configuration & product set up.

The role requires establishing processes for the training and development of the Technical Operations team(s) and RTO to build expertise of our platform partners’ processes, best practises for issue management, and technical knowledge in order to ensure our team are equipped to communicate and deliver the requirements expected across all products.

 

Key Duties and Responsibilities

Platform Configuration

• Create and Lead portfolio plan for Studio engagement & support for current and future fiscal years. Create the offers in the 1P tools and document the plan via the Technical Map(s)
• Hold Kick Off summits and engagements with Studios and MPA teams to give overview of PLM Submissions and Tech Ops process, tools and requirements. Bringing in Tech Ops Release Managers as and when required
• Relationship owner for First Party & other external platform partners, BizOps, Store Ops and Configuration teams, both with the actual configuration set up as well as future franchise plans & strategies
• Partner Franchise Operations management team on Technical Operations support for each Studio/Franchise plan
• Manage key process documentation process and ensure it is up to date on Confluence and fit for purpose, including reference documentation needed for EA Studios in order to drive consistency and integrity of platform requirements
• Ensure all Global Operations tools and documents correctly reflect the content IDs and Platform Partner information as it pertains to product set up and configuration
• Escalation point for Tech Ops Release Managers for all issues and queries on platform configurations
• Participate in regular planning meetings, edition planning readouts with external platform partners and internal MPA teams and Studios
• Act as initial contact to ingest new platforms and business models into the Technical Operations team, working with Release Managers and the manager of Technical Operations to define the processes, tools and tech to deliver these new strategies
• When required support the Technical Operations Release Managers with the actual creation and configuration of First Party & Platform Partner offers – full game, DLC, Beta, VC, Subscriptions etc.
• Scenario plan and inform external & internal partners on what can/can’t be done for each configuration and determine what the final suggested implementation should be

 

 

 

Submissions

• Act as department escalation point for Submission issues pertaining to platform configuration, submissions process issues and key relationship/policy asks
• Work directly with Franchise Operations Leads on assigned franchises for process, tools & longer ranging scenarios that impact the submissions process
• Program management for roll out and implementation of new First Party & other external platform partner submission tools e.g. Microsoft Partner Centre
• Partner with the Manager of Technical Operations to scenario plan and strategize tool and process changes and how they impact Tech Ops Release Managers and RTO

 

 

Relationship Management

• Program management of First Party & external partner platform asks processes including operational, commercial, merchandising requests
• Act as lead technical POC for the rest of Global Operations to support training and education of platforms, bringing in Release Managers as and when required. Technical liaison for the commercial and publishing teams
• Functional dotted line manager/mentor for the PLM Technical Operations Release Managers

 

Special Considerations

The PLM team is a dynamic part of the business where there are peak periods of activity therefore it is necessary that this individual has a flexible approach to working hours, including weekends.
The taking of extended annual leave during these certain periods is limited.

Experience and Knowledge Required

The candidate must have strong relationship management skills, people management experience, excellent written and communication skills, and the ability to work collaboratively with all key stakeholders. The ideal candidate must also have strong account/project management skills, be able to understand business strategy and technology, ability to influence and negotiate and possess the ability to drive team to success.

• Bachelor’s degree or higher preferred
• Superior verbal and written communication, interpersonal, conflict resolution, and customer service skills.
• 5+ years’ experience in product submissions, software configurations, platform setups
• 2+ years of working in remote teams, ideally with experience of working with a remote manager
• Previous experience of managing and working in a multi-cultural/sited environment; directly and indirectly managing a culturally diverse team of 5 or more people
• Expertise and proficiency with all current submission requirements and processes associated with all First Parties
• Expertise with Office productivity tools (i.e. MS Office, GSuite, Slack, etc). Experience working with databases and Microsoft SharePoint.
• Expert knowledge with 2+ years experience of PlayStation and Xbox, Steam, Mobile submission management tools such as
  • TPRnet / FQAweb
  • DevNet / GEMS
  • NPMT / CP
  • XDP / MPC
  • Origin / Steam / Epic Store
  • Others

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Community / Marketing Title: PLM Technical Operations 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: 85

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.