Director of Product Management

Location: Austin, TX, USA

Notice

This position is no longer open.

Requisition Number: 153447

Position Title: Director Program Management

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.

This is an especially great time for the video game industry, with a vibrant community of connected players around the globe playing on more devices than ever before. EA is transforming toward a digital future both in the games and services we create as well as how we connect and engage with our players.

The global gaming audience has never been bigger, and no other company can deliver EA’s portfolio of amazing games and services, across multiple platforms, to players across the world. It is an exciting era in games and an exciting time at Electronic Arts – particularly in our WWCE organization where we are on a mission to make EA known for taking care of players by delivering signature help experiences that drive engagement in our games, services, and the Player Network. We’re players taking care of players and people talking to people – whenever, wherever, and however they need us.

Director of Product Management, Worldwide Customer Experience (WWCE)

Reporting to the Sr. Director of Product and Partner Engagement, the Director of Product Management is responsible for developing and sustaining the integrations, and technology programs that enable high quality, low effort, differentiating help experiences for EA players. This role has strategic, operational, hiring and budget responsibility for EA’s suite of customer experience technology programs.

As part of EA’s focus on Players First, WWCE is transforming to deliver world-class, signature help experiences. The Director of Product Management plays an integral role in developing and executing the strategy that will make EA a company known for taking care of players. Leading a team of product management professionals this role will help evolve EA’s customer experience to support our players across their entire journey with EA. Key to enabling this will be:

partnering with the WWCE team and teams across EA to develop a technology roadmap that enables signature help experiences integrated into EA’s Player Network
driving alignment across EA to enable consistent help experiences directly integrated into EA’s player facing product offering
transforming the WWCE technology stack to enable the signature help experience

So how does the Director of Product Management make signature experiences for players? By focusing on:

Portfolio management
- perform portfolio management activities including
  - multi-million dollar budget management
  - quarterly green light process with senior leadership
  - KPI performance tracking
  - fiscal year planning
- gain visibility into cross-functional roadmaps to ensure WWCE requirements are heard, included and realistically sequenced
- prioritize requirements to make sure we meet our short-term objectives while moving toward the long-term vision
Partnership
- represent the Customer Experience organization in cross-functional strike teams across EA
- Gain buy-in for EA’s customer experience technology strategy, listen to and understand our partners’ objectives, and drive shared success across:
  - EA IT
  - EA Digital Platform
  - EA Player Network
  - Game production and development
- Player facing technology programs

- partner with the Community Support operation to drive improvements to players helping players
- reduce player effort by bringing customer care closer to the player and shifting from reactive to proactive support
- expand offerings beyond break/fix to support players' entire journey with EA

Advisor and business facing technology programs

- support the enablement of signature employee experiences with tools that engage and retain by enabling job success
- enable advisors with the knowledge, data, and tools to resolve player issues on first contact
- deliver tech stack transformation that:
- - delivers CRM improvements that enable advisors to service players more efficiently
  - enables Voice of the Customer capabilities
  - delivers data warehouse and analytics capabilities to our Insights and Operations teams
  - improves operational tools and capabilities including forecasting, scheduling, training, quality and fraud management

Player experience design
- partner with other leaders to design ideal experience and player journey maps
- use ideal experience design to define a multiyear roadmap for a portfolio of strategic programs
- design innovative solutions that anticipate the future of the CX and interactive entertainment industries
Leadership
- lead a team of technical product managers
- level up the product management business function to drive consistency and quality of product management across all EA partners and functions
- create development plans for each employee to provide constant challenge and growth
- establish product management best practices that can be scaled to other parts of the WWCE organization

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

10+ years of product management experience, with preference given for candidates with knowledge of and/or experience in the CX industry
3+ years leading and developing a product management organization
experience designing end-to-end programs that use technology and process to transform the customer experience
experience developing annual business plans for a function or business unit
strong presentation skills – ability to quickly and clearly relay a story told by data through visual representation

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
ability to thrive in fast changing, ambiguous environments
strong relationship building with a highly collaborative approach to work; demonstrated ability to lead multiple cross-functional initiatives through collaboration, influence, and solid communication
curiosity and passion for improving the customer experience – and experience doing that!

demonstrated success running programs that cross teams and technologies
a bachelor's degree in a relevant field, MBA preferred

Who you are:

Creative: Ability to find out-of-the-box/non-traditional ways of problem solving, and apply innovative thinking when approaching solutions

Entrepreneurial: Self-directed/motivated individual with the willingness and ability to personally jump in, roll up their sleeves and get to work in either a strategic or executional capacity when needed

Curious/inquisitive: Investigates the current situation, asks the relevant questions needed to get the whole picture then provides specific actionable recommendations

Efficient: Highly resourceful and organized person that evaluates everything and implements new ways of doing things faster and better

Team Player: Leader that encourages team collaboration, works well with peers across multiple functions within the company, promotes enthusiasm, leverages powers of influence when necessary and motivates relationship building

Gets it done: Believes that actions speak louder than words, thrives on achievement

What’s in it for you? Glad you asked!

We love to brag about our great perks like comprehensive health and benefit 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.

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Community / Marketing Title: Director of Product Management

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: 95

Can this position be remote?:

EEO Employer Verbiage:

About Electronic Arts