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Senior Manager- Live Product Support

Location: Austin, TX, USA

Notice

This position is no longer open.

Requisition Number: 151876

Position Title: Senior Manager, Customer Experience

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. 

And we want you to join us. We’re hiring a Senior Manager, Live Product Support.  

This person manages our Live Support team. This team is accountable for problem management targets and making sure that advisors know how to handle live issues happening in our games, including which promotions and updates are coming.

This role is part of EA’s Customer Experience organization. The Customer Experience organization 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 Manager, Live Product Support works with multiple global teams, including Partners, Studios, Quality Verification, Insights, Advisor Enablement, Content, and Programs. A typical day will see this person with their team or global peers finding opportunities to increase the effectiveness of Operational teams and collaborating to drive process improvements and key player experience programs.

So how does the Senior Manager, Live Product Support make great experiences for players? They:

  • lead the global team who works in Studios and Customer Experience (CE) centers to manage the live service of the games the teams support
  • improve escalation processes to make sure our advisors have the information they need about game updates and events
  • provide context around issues across EA’s Customer Experience organization
  • ensure we are working with Partners to improve processes and systems within the player experience
  • consult with other leaders in CE to improve performance and make it easy for players to find solutions.

If this role is for you, then you are:

  • quick on your feetyou can easily navigate challenges, sometimes without a lot of information as emerging issues come up
  • a creative thinker—you think outside of the box to solve problems
  • an effective communicator—you can influence and lead change with teams that are located across the globe
  • attention to detail—you pay attention to even the smallest details that could lead to great results
  • passion—you care about customers and providing them with signature experiences
  • handle pressure—you work well in a fast-paced environment with frequent updates.

If you’re interested in this role, you’ll need these skills or experiences:

  • A bachelor’s or master’s degree in business management or a related field.
  • 8+ years of experience leading teams, preferably customer operations or customer experience, with at least 4+ years’ experience leading remote teams, with global and multi-cultural experience
  • A proven track record of driving operational and financial results, while managing and optimizing operational performance.
  • Experience working with game or software development teams
  • Strong skills to build and sustain relationships, influence others, build credibility for self and organization
  • Ability to work independently with stakeholders at all levels in the organization
  • Demonstrated success as a hands-on, contributing member of a team in a performance-driven and fast-moving company
  • Solid verbal and written communication skills
  • Ability to inspire; you have shown that you can engage people's hearts as well as their minds.
  • Project management capability, excellent organization skills, and the ability to balance numerous tasks and meet tight deadlines.

 

Compensation and Benefits

We love to brag about our great perks like comprehensive health and benefits packages, tuition reimbursement, 401k with company match and, of course, free video games. And since we realize it takes world-class people to make world-class games, we offer competitive compensation packages and a culture that thrives off of creativity and individuality. At EA, we live the “work hard/play hard” credo every day. In addition to all of this, we offer a discounted onsite gym, Stepping Stone School onsite, and popcorn every Wednesday!

EA 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 for 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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Community / Marketing Title: Senior Manager- Live Product Support

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: 86

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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