Program Manager

Location: Austin, TX, USA

Notice

This position is no longer open.

Requisition Number: 152508

Position Title: Program Manager

External Description:

Job Title: Sustaining Product Manager

#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 Sustaining Product Manager.

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.

This role is responsible for helping define and perform the technology and innovation strategy that makes it possible for EA Customer Experience to deliver unique player experiences. In this role, you will interact with the IT group responsible for engineering and development as well as with stakeholder groups within Customer Experience to ensure a consistent, streamlined, end-to-end support solution for both game teams and players. We are looking for a Product Manager skilled in the art of system ownership to join the Sustaining Programs team. The Sustaining Product Manager owns the backlog, is critical in defining the roadmap and manages the lifecycle of several business systems. This role has a wide range of responsibilities and reports to the Senior Manager of Sustaining Programs.

So how does the Sustaining Product Manager make great experiences for players? They:

Contribute new and creative ideas that account for current and future trends in the online space while balancing the long-term strategy with day to day for providing the best customer service in the world for our players
Operate as the business representative and subject matter expert for the customer web portal with multiple touchpoints and parallel initiatives
Leverage and incorporate web analytics data during the planning, execution and validation phases of the product development cycle
Communicate with all their system stakeholders to ensure they are familiar with the roadmap of improvements and how they can provide feedback
Work closely with all stakeholders to ensure their needs and concerns are considered and addressed in a timely and informed manner
Listen to internal and external users of our systems to understand how they use the respective systems and what they need to improve how they work
Complete planned initiatives in a complex business environment with shifting stakeholder needs and timelines
Represent the business when working with the IT department during development
Track and prioritize defects and enhancement requests
Help manage relationships with our vendors, internal partners, and stakeholders
Team up with QA to ensure the creation and maintenance of comprehensive test cases
Collaborate with the User Acceptance Testing (UAT) team to establish a user-focused user acceptance test case repository
Empower the UAT team early in the requirement creation process to ensure their input is considered
Prepare business case documentation that clearly articulates the scope through comprehensive business requirements and use cases
Identify and mitigate program and system risks
Define measurable success criteria and metrics that we can use to track progress
Lead a large cross-functional program and small sustaining projects to improve the system within the abbreviated timelines
Continually improve process, documentation, and communication to increase the efficiency of our systems and staff to service our players quicker

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

A bachelor's degree in Computer Science or Information Systems, Business, or a related discipline
2+ years of experience as a software development Product Manager
4+ years of experience as a system owner or product admin
Strong business strategy and critical thinking skills with the ability to get into the technical details
Be a confident communicator who likes to present and can share information in a way that both technical and non-technical audiences can easily understand
Curiosity and passion for improving the customer experience – and experience doing that!
Experience managing technical programs involving stakeholders from different business units working towards a unified solution across divisions
Experience as a JIRA power-user (expert-level)
Proven ability to network and collaborate
Ability to understand trends and convert into actionable efforts
Experience working with an outsourced development team

#LI-TA1

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Community / Marketing Title: Program 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: 23

Can this position be remote?:

EEO Employer Verbiage:

About Electronic Arts