Senior Service Partner Manager

Requisition Number: 155180

Position Title: Customer Experience Analyst III

External Description:

Senior Service Vendor Manager

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

This role is part of EA’s Customer Experience organisation. The Customer Experience organisation 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 Service Partner Manager will build strong relationships with our chosen outsourced Service Partners and have accountability for their day to day operational performance. They will champion EA’s culture and vision and will work to empower and encourage their Partners to provide a Signature Experience that Connects, Resolves, and Exceeds the expectations of our most passionate game enthusiasts.

This Senior Manager will work with multiple global teams across Customer Experience including Operations, Insights, Partners and Programs. This position will require willingness and availability to travel and may require relocation.

So how does the Senior Service Partner Manager make great experiences for players? They:

• Analyse daily delivery of service to players across multiple channels and languages, ensuring that contract KPI’s are being achieved and develop operational improvement plans in collaboration with the Partner when they are not.
• Understand the factors that impact performance and work cross-functionally to remove barriers that affect our Partner’s ability to perform optimally.
• Identify and implement strategies for experience improvement which are linked to our business goals and strike the right balance between delivering cost efficiencies, staffing model agility and quality interactions.
• Partner closely with the business to help define and execute against our customer support strategy.
• Work with our Global Sourcing team to ensure that we partner with the right outsourced vendors to enable delivery of Signature Experiences whilst also negotiating best-in-class Partner terms.
• Provide context around global issues to enable better prioritization of Player First initiatives.
• Facilitate positive working relationships which foster a collaborative work environment where teams are invested in each other’s success.

If this role is for you, then you have: 

• 5 or more years of experience in customer care and/or contact centre management.
• Strong operational management capabilities, with a proven track record of delivering results against key performance targets and goals through successful management of vendor partnerships.
• Thought leadership capability with the ability to inspire people with innovative ideas and the capacity to drive results in difficult times.
• Excellent verbal and written communication skills which enable you to tailor your message to your audience and be brand ambassador.
• Strong presentation skills to relay stories supported by data.
• The ability to interact professionally with a diverse group of internal and external stakeholders and influence effectively without authority.
• A ‘can-do’, results driven, attitude.
• Bachelor’s or advanced degree preferred.

 

 

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Community / Marketing Title: Senior Service Partner Manager

Company Profile:

Electronic Arts Inc.는 세계를 선도하는 인터랙티브 엔터테인먼트 소프트웨어 기업입니다. EA는 인터넷 콘솔, 개인용 컴퓨터, 휴대전화, 태블릿용 게임과 콘텐츠 및 온라인 서비스를 제공합니다.

EEOText: EA는 균등한 기회의 제공을 실천합니다. 모든 채용은 인종, 피부색, 출신 국가, 혈통, 생물학적/사회적 성별, 성 정체성 또는 표현, 성적 성향, 나이, 유전 정보, 종교, 장애 여부, 질병 유무, 임신 여부, 혼인 상태, 가족 상황, 군 복무 여부, 또는 법으로 금지된 기타 요인을 고려하지 않고 결정됩니다. 또한, 해당 직책에 합당한 능력을 갖추고 있다면 범죄 기록이 있는 지원자도 관련 법률을 준수하는 방식으로 채용 여부를 고려합니다. EA는 관련 법률에서 명시하는 대로 업무 공간에 장애가 있는 입사 지원자 또는 예정자를 위한 시설을 마련해두고 있습니다.

Days Open: 196

Can this position be remote?:

EEO Employer Verbiage:

EA는 균등한 기회의 제공을 실천합니다. 모든 채용은 인종, 피부색, 출신 국가, 혈통, 생물학적/사회적 성별, 성 정체성 또는 표현, 성적 성향, 나이, 유전 정보, 종교, 장애 여부, 질병 유무, 임신 여부, 혼인 상태, 가족 상황, 군 복무 여부 등의 요인을 고려하지 않고 결정됩니다. EA는 관련 법률에서 명시하는 대로 업무 공간에 장애가 있는 입사 지원자 또는 예정자를 위한 시설을 마련해두고 있습니다.