Sr. Manager, Training

Requisition Number: 155651

Position Title: Sr. Manager, Training

External Description:

Senior Manager, Training

Location: Austin, Texas or Galway, Ireland

 

#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 Senior Manager of Training.

 

This role is part of EA’s Customer Experience organization. The Customer Experience organization exists to help the world play. We’re players taking care of players and people talking to people – whenever, wherever, and however they need us.

We believe great employee experiences drive great player experiences. The Senior Manager of Training will transform our training operation from how to handle contacts to consistently delivering signature experiences. You will build a solid operational foundation for the team, rethink the way we approach advisor training, introduce innovations like microlearnings, and then build a training program to support Customer Experience beyond just handling contacts. This role is part of the Communications and Employee Enablement team.

 

The Senior Manager of Training thrives on organization and collaboration. You obsess over the best ways to train and develop our employees - starting with EA game advisors - so they can help our players.

 

You’ll help the customer experience team have great experiences with EA so they can help players have great experiences with EA. You’ll focus on:

 

• Managing and developing a team of global trainers
• Establishing an advisor-focused, no-limits mindset for the training team members
• Creating and managing the implementation of a strategic plan for our in-house and service partner advisors
• Partnering with the contact center management team to create trainings and a schedule that aligns with business priorities and contact drivers
• Establishing and monitoring industry-standard measures that evaluate the effectiveness of training
• Develop a process to proactively identify knowledge gaps and deploy effective training accordingly
• Collaborating across the business to make sure the training team aligns with coaching, quality, operations management, process, vendor partners, and other teams that impact the employee experience
• Evolving training delivery to capitalize on new learning management system and other emerging technologies/capabilities like microlearnings
• Oversee the creation and management of all training materials including:
• • New hire onboarding
  • Upskill training for existing staff
  • New and tenured manager development
  • Business enablement development
• Dynamically prioritizing resources in a changing environment
• Ensuring training is aligned with Customer Experience culture, strategic objectives, and priorities

 

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

• Experience leading strategy and training in a call center environment
• A passion for managing, developing, and coaching trainers - you’re as comfortable giving feedback on instructional designers as you are getting in a room and helping a facilitator take their delivery to the next level
• Demonstrated experience collaborating with and advising multiple stakeholders
• Excellent interpersonal skills - you’re great at written, verbal, and visual communication, and you can write clear, polished comms in a variety of channels
• Knowledge of adult learning philosophies and frameworks
• A proven ability to influence and build strong relationships: this role is highly collaborative and needs to be able to influence and partner across EA and our vendor sites
• Ability to maintain your composure, accept feedback, and deliver in a fast-paced and ever-changing environment
• Proven experience as an excellent self-starter and in follow through - you have experience working successfully with autonomy and taking something from 40% to 100+%.

 

We love people who are:

• Strategic: You understand the long-term vision and near-term priorities and can balance the two in an ever-changing environment
• Proactive: You provide recommendations and take the lead without prompting
• Creative: You find out-of-the-box/non-traditional ways to engage employees with training and are always looking for the next innovative thing to wow our team
• Efficient: You’re organized, resourceful, and always looking for ways to do things better and faster
• Team Player: You collaborate well with others, know how to play your position, and bring out the best in others to win as a team
• Enthusiastic: You have a lot of energy, the ability to build relationships quickly, and rally a team
• Open to Feedback: You listen to feedback, implement what you can, and recognize that not everyone is going to love everything you do; and that’s ok.
• Entrepreneurial: You’re self-motivated to jump in, roll up your sleeves, and get it done; you know that actions speak louder than words, and you thrive on achievement

#LI-TA1

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Community / Marketing Title: Sr. Manager, Training

Company Profile:

Nous sommes une équipe internationale de spécialistes de la création, de la narration, de la technologie, de la génération d’expériences, de l’innovation et bien plus encore. Nous pensons que nos équipes doivent être aussi diversifiées que nos communautés afin de créer des jeux et des expériences inoubliables. Chez Electronic Arts, la seule limite est votre 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: 106

Can this position be remote?:

EEO Employer Verbiage:

À propos d'Electronic Arts

Toutes nos actions sont tendues vers le même objectif : transmettre l'envie de jouer. Au travers de nos jeux innovants, de nos services novateurs et de nos technologies de pointe, nous offrons des possibilités infinies à des millions de fans dans le monde entier.

 

Nous cherchons des personnes inclusives et collaboratives aux points de vue variés pour enrichir notre culture et nous stimuler. Grâce à notre programme d’avantages sociaux, nous adoptons une approche holistique centrée sur le bien-être physique, émotionnel, financier, professionnel et communautaire pour soutenir les membres de notre personnel à chaque chapitre de leur vie. Nous fournissons un ensemble complet d’avantages sociaux garantissant une vie équilibrée et offrant notamment des congés payés, des congés parentaux, des jeux gratuits et bien plus encore. Notre objectif est de fournir un environnement de travail sûr et bienveillant qui vous permet de vous épanouir sur le plan personnel comme sur le plan professionnel.

 

Electronic Arts souscrit au principe de l’égalité des chances. Nous prenons nos décisions en matière d’emploi sans distinction de race, de couleur, de pays d’origine, d’hérédité, de sexe, de genre, d’identité ou d’expression de genre, d’orientation sexuelle, d’âge, d’informations génétiques, de religion, de handicap, d’état de santé, de grossesse, de situation familiale, d’ancienneté ou de tout autre facteur protégé par la loi. Nous étudions également les candidatures des personnes qualifiées possédant un casier judiciaire, conformément à la loi en vigueur. Par ailleurs, EA aménage l’environnement de travail pour les personnes en situation de handicap, conformément à la loi en vigueur.