Service Delivery Lead

Requisition Number: 159462

Position Title: Customer Experience Lead I

External Description:

#WeAreEA and we exist to inspire the world to play.  EA values creativity, pioneering, passion, determination, learning, and teamwork.  We mean things like acting 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.

 

You’re a Service Delivery Lead

 

This role is part of EA’s Customer Experience (CE) organization.  CE 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.

 

You are an experienced Games Advisor or Specialist who must have deep operations knowledge and experience. You easily interact with Advisors, Team Managers and other areas of the business. You are organized and able to manage and deliver tasks with little direction.

 

How does a Service Delivery lead make great experiences for our players? They:

• Monitor real-time performance needs, identify opportunities, report, and take action on areas for improvement
• Provide support for Advisors (POC):
  • Sup Calls
  • Escalations
  • General Questions
  • Scheduling Requests
• Lead small projects such as floor walking efforts
• Lead the coordination of advisors for larger projects, pilots and tests
• Track and report advisor knowledge gaps
• Communicate solutions, successes, and opportunities to management
• Compile and distribute daily/weekly/monthly reports based on needs of the business
• Act as change agent by suggesting and helping to implement process improvements
• Take T1 calls on a scheduled basis in order to maintain process and product knowledge

If you are interested in this role, you’ll need these competencies:

• A passion for people or project management
• A “can-do” approach who encourages the same in others
• Possess a deep desire to achieve results
• Take initiative to deal with unexpected problems or opportunities
• Flexible and open minded; able to adapt to change quickly
• Able to effectively interact with different departments and levels by being respectful, positive and approachable
• Accountable for decisions, actions and results
• Strong time management; can be counted on to complete assignments without close supervision
• Proven track record of identifying ways to improve work processes, tools or procedures for improved results
• Seen as a leader, capable of differentiating oneself from the pack

If you are applying for this role, you’ll first need these skills or experiences:

• Intermediate experience with Microsoft programs: Excel, PPT, Outlook
• At least 1 year experience in customer-facing WWCE role. Additional contact center experience a plus.
• In good standing for performance and not on a written warning

City:

State:

Community / Marketing Title: Service Delivery Lead

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: 45

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.