Manager, Live Product Support Experts Team

Requisition Number: 157801

Position Title: Manager III, 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 Manager of the Live Product Support Experts Team

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.

In this role you lead a team of Product Support Experts, located both in studio and centrally, at CE. The Product Support Experts are responsible for driving improvement in the live service of the games they support, having accountability for their titles’ KPIs, identifying and advocating for prioritization of ongoing contact drivers and continuously striving to positively impact the player and CE advisor experience. You advocate for our players and work tirelessly to make sure that we’re always pursuing the best possible experience. You work closely with our launch team and across CE to ensure we have the best live game experience for all our stakeholders.

We are looking for a Senior Manager of the Live Product Support Experts Team skilled in the art of driving improvements through relationship management to join the Systems and Lifecycle Services team. The person in this role is critical in identifying the direction for the team while setting the tone of the CE/Studio relationship as it pertains to the live service stage of the product life cycle. This role has a wide range of responsibilities and reports to the Director of Systems and Lifecycle Services. 

So how does the Manager of Live Product Support Experts Team make great experiences for players?

• Team leadership
  • Transform the team’s culture and focus through deliberate but innovative changes and practices while keeping a finger on the pulse of the team’s perception
  • Be the face of a team that is expected to make significant changes in scope, stakeholder expectations and output
  • Prioritize transparency, continuous improvement and servant leadership while striving to set the team up for success
  • Successfully lead a global team of various cultural backgrounds while actively working to maintain a sense of unity
  • Navigate the relationships to ensure the team is effective when advocating for change with CE and studio partners
  • Develop and coach the team, guiding them through their current roles as well as helping them continue to grow their careers
• EA game knowledge
  • Collaborate with studio and CE teams to ensure the team has access to the most up to date and relevant game knowledge pre and post launch
  • Ensure Experts have early access to game builds to develop deep game knowledge
  • Continuously work with the Experts to ensure their game knowledge includes the added context as it pertains to CE
• Contact center operations knowledge
  • Work with the CE Insights team and contact center management to empower the team with the knowledge necessary to develop a strong understanding of how to identify, contextualize and act on emerging patterns and issues
  • Ensure the team is always plugged into the evolution of CE’s internal tools and the corresponding roadmaps
  • Establish active partnerships with the Operations teams to be able to work together when addressing contact drivers and impacts to our advisors
• Live product support
  • Provide focus and accountability for the top contact drivers for our top games once live
  • Work closely with the PXCC team to ensure game issues are reported, acknowledged and resolved with the severity-appropriate urgency
  • When necessary, ensure the team leverages their studio relationships and follow the agreed-upon escalation paths with the game teams to ensure timely issue resolution
• Deep-dive product analyses
  • Ensure the Experts are critical inputs and drivers to the journey mapping and experience design workshops to design solutions to problems that are best for players, but also help internal KPIs
  • Partner with the Studio Partner and Lifecycle Management teams to understand and incorporate lessons learned from previous launches
  • Align with the Ops Excellence team to design player-first processes and tool enhancement recommendations that drive resolution and contact center efficiency

 

 

You’ll love your job the most if you:

• want to be a part of changing EA’s customer experience for the better
• can thrive in fast-paced environments with frequent updates, curveballs, and pivots
• excel at collaborating on pivotal activities, whether they be planned efforts like an A/B test, a deep dive analysis or focus group or an emerging, all hands on deck, unplanned live issue
• can successfully manage multiple and diverse personalities with wide-ranging interests, talents and cultures, uniting them to deliver on the team’s goals and strategy
• can be strategic and big-picture focused when necessary and tactical when the situation calls for it
• are a confident communicator and leader who likes to present and share information in a way that your audience can easily understand it.

 

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

• A Bachelor’s degree in a related field
• 3-4 years experience managing a global team
• 7+ years of experience in the digital entertainment industry; video game industry specific experience is a plus
• 5+ years of experience in customer support or related roles
• 2+ years of experience in business analysis
• Proven track record of quality execution of strategic, innovative and operational objectives
• Excellent program and project management skills (e.g. managing to timelines & budgets, setting expectations, sharing knowledge, etc.)
• Excellent written and verbal communication skills.  Technical writing experience or editorial experience is a plus.  Strong presentation skills.
• Experienced gamer.  Specific familiarity of mobile gaming a plus.  In touch with video gaming industry trends, services, and user experiences.
• Proven ability to juggle multiple priorities in a fast paced environment.

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Community / Marketing Title: Manager, Live Product Support Experts Team

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: 65

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.