Operations Excellence Analyst

Requisition Number: 155182

Position Title: BM&O Lead II

External Description:

Operations Excellence Analyst

#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 an Operations Excellence Analyst.

If this role is for you, then you’re the questioning type. You want to understand why things happen and want to share that with others to improve Operations. You are a business analyst and seek to identify and measure improvements. You analyze information to help understand how the business works, listening to teams across CE to identify problem areas and identifying solutions.

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.

A day in the life of an Operations Excellence Analyst looks like:

• working across Operations to provide business analysis to understand where there are opportunities with a specific area of focus, recommending short range solutions
• monitor KPI performance, identify improvement opportunities, understand the WHY
• analytical skills are required, as much time will be spent using data to identify and understand performance issues
• demonstrated ability to collaborate with other teams as needed
• ability to prepare reports on plans and results of what we are learning, feeding information into the Weekly Operations review and SDR
• reviewing impacts across multiple regions to understand player and advisor differences and how those impact operational KPIs
• working across teams to identify trends and areas for improvement
• liases across CE and EA for some initiatives to help drive us forward operationally
• Demonstrated ability to prioritize your workload to handle curveballs, provide updates, and communicate

So how does the Operations Excellence Analyst make great experiences for players? They:

• owns a key KPI or key focus area for Operations, defining and delivering improvements to help advisors and players
• identifies and communicate the pain points, bottlenecks, and general blockers to delivering a signature player experience
• participate in and facilitate workshops focusing opportunities identified including people, process, and technology components working across operations and programs to deliver the right solutions
• understand how to measure opportunities identified, with ROI models, and other analysis
• represent advisors and players when interacting with other departments and suggest ways to improve the player experience to appropriate stakeholders
• propose policy, process, and integration changes across EA that allow us to deliver a seamless player experience
• advocate for continuous improvement and challenge the status quo of the Operations team to constantly seek improvements
• display confidence in communicating with senior management, or any audience, to ensure what they say is heard and understood
• build relationships with WWCE teams work to you stay aligned to avoid duplication of efforts.
• are a good communicator, providing either in-depth expertise or a high-level summary depending on the size and leadership-level in your audience
• foster trust and respect within your team and beyond.

You’ll need to be awesome at wearing these hats:

• Customer and Advisor Advocate – You’ll know what our players and advisors need and want and strive to deliver it through operations improvements
• Creative – You’ll identify opportunities , seek out technology solutions, and continuously put EA at the front of excellent customer service with the least player effort.
• Root cause – You’re detail-oriented and use various root cause analysis techniques to get to the root of the issue.
• Self-Starter – You can get started on your own to deliver in line with expectations and requirements.

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

• 2 to 4 years’ experience in design and analysis
• a bachelor’s degree in a relevant field or Six Sigma qualification
• experience working with complicated workflows across multiple channels, tech tools, and resource groups

● gaming industry and customer support experience is a plus.

City:

State:

Community / Marketing Title: Operations Excellence Analyst

Company Profile:

Electronic Arts Inc. ist ein weltweit führender Anbieter interaktiver Unterhaltungssoftware. EA bietet Spiele, Inhalte und Online-Dienste für internetfähige Spielkonsolen, Personalcomputer, Mobiltelefone und Tablets an.

EEOText: EA engagiert sich für Chancengleichheit und Gleichstellung. Alle Personalentscheidungen werden unabhängig von Ethnie, Hautfarbe, Herkunft, Abstammung, Geschlecht, Geschlechtsidentität oder ausgelebtem Geschlecht, sexueller Orientierung, Alter, genetischer Information, Religion, Behinderung, Krankheit, Schwangerschaft, Familienstand, Veteranenstatus oder anderer durch das Gesetz geschützte Charakteristiken getroffen. Wir berücksichtigen unter Einhaltung der geltenden rechtlichen Bestimmungen auch qualifizierte Kandidaten mit Vorstrafen. EA sorgt außerdem für die durch geltendes Gesetz vorgeschriebenen Anpassungen am Arbeitsplatz für Individuen mit anerkannten Behinderungen.

Days Open: 67

Can this position be remote?:

EEO Employer Verbiage:

EA engagiert sich für Chancengleichheit und Gleichstellung. Alle Personalentscheidungen werden unabhängig von Ethnie, Hautfarbe, Herkunft, Abstammung, Geschlecht, Geschlechtsidentität oder ausgelebtem Geschlecht, sexueller Orientierung, Alter, genetischer Information, Religion, Behinderung, Krankheit, Schwangerschaft, Familienstand oder Veteranenstatus getroffen. EA sorgt außerdem für die durch geltendes Gesetz vorgeschriebenen Anpassungen am Arbeitsplatz für Individuen mit anerkannten Behinderungen.