Senior Manager, Service Delivery Operations

Requisition Number: 155976

Position Title: Senior Manager, 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 Senior Manager of Service Delivery.

This person manages a global teams on the delivery of service across contact channels and languages. They report to the Senior Director of Service Delivery and Transformation. This role is responsible for managing contact center performance, developing talent and fostering a culture of stability through transformation.

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 Senior Manager of Service Delivery will work with their teams to drive consistent quality interactions in the most efficient way possible. This role is critical to ensuring that EA delivers the best interactions across languages and channels.

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

• manage a global team of team managers on the daily delivery of service to players across multiple channels and languages
• follow a structured approach to operational management, driving performance to stated goals and reporting on current performance
• understand the factors that impact performance and work cross-functionally to remove barriers and promote service optimization
• coach and develop team managers, assessing their strengths and development needs, and giving timely and specific feedback
• partner with team managers to optimize the performance of every advisor
• maintain and improve a level of product or service knowledge by working closely with all departments and ensuring effective cross training and mentoring
• lead teams to understand business priorities and how their work connects to strategic objectives
• balance strong support for employees, players and the business with every decision
• lead teams through testing, learning and change as service delivery transforms to deliver signature experiences
• facilitate positive working relationships with stakeholders to drive a collaborative work environment

If this role is for you, then you are:

• a leader – you are the one that can rally the troops, can tell a story that people get behind and you can drive results in difficult times
• a great communicator – from presentations to senior leaders to daily conversations with advisors, you strike the right balance with the right audience
• consistent – people know what they can expect from you, there is rhyme and reason to how you operate and others value your dependability
• pro-active – a self-directed and motivated person that’s able to personally jump in, roll up your sleeves, and take the lead without being asked
• efficient – highly resourceful, organized, and evaluates everything to implement ways of doing things better and faster
• influential – you are comfortable taking a stand and convincing others to join you
• a team player – a leader that encourages team collaboration, works well with peers, promotes enthusiasm, leverages powers of influence, and builds relationships
• gets it done – believes that actions speak louder than words, and thrives on achievement
• accomplished – has a track record of professional achievement
• listens – always listening to feedback with an open mind on how to improve the business for our players and our employees

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

• 5 or more years of experience in customer care and/or contact center management
• 5 or more years of experience directly managing people
• Strong operational management capabilities, with a proven track record of delivering results against key performance targets and goals
• Experience setting performance goals, performance managing, and professionally developing other people managers
• Excellent verbal and written communication skills, and the ability to interact professionally with a diverse group of staff and senior management
• Strong presentation skills to relay stories told by data
• Ability to use influence to drive cross-functional results
• Bachelor’s or advanced degree preferred

EA 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 or veteran status. We will also consider for employment qualified applicants with criminal records in accordance with applicable law.

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Community / Marketing Title: Senior Manager, Service Delivery Operations

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: 62

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.