People Programs Lead

Requisition Number: 159518

Position Title: Customer Experience Analyst II

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 Service Delivery Management Lead.

This person leads efforts to improve how Service Delivery manages people and work. They report to the Senior Director of Service Delivery and Transformation. The Service Delivery Management Lead is responsible for establishing and maintaining processes and resources that empower Service Delivery managers to lead teams and effectively drive operational performance.

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 Service Delivery Management Lead will have a great understanding of the Service Delivery employee experience for Advisors and Team Managers to drive more consistency, empowerment and enablement.

So how does the Service Delivery Management Lead make great experiences for players? They:

• conduct Advisor and TM roundtables to understand pain points and prioritize people initiatives
• track all people initiatives within Service Delivery
• act as a SME for implementation of large scale change
• develop requirements and drive TM development
• develop requirements and drive the implementation of improved tools and resources for Team Managers
• create a TM onboarding process and maintain associated documentation
• define content priorities for Global AFK All-Hands meeting on a monthly basis
• develop, implement and maintain visual management across captive sites
• collaborate with LEAP and HR to coordinate advisor development opportunities
• drive accountable with the appropriate owners for workflows that support Team Managers

If this role is for you, then you are:

• a listener – people talk to you and you always have a pulse of the what people are experiencing and how they are feeling about a variety of topics
• an advocate – you naturally work on the behalf of others with a passion to make things better
• entrepreneurial – a self-directed and motivated person that’s able to personally jump in, roll up their sleeves, and execute
• a team player – a leader that encourages team collaboration, works well with peers, promotes enthusiasm, leverages the power of influence, and builds relationships
• an Ops expert – you know what it’s like to be a TM in WWCE so you can naturally prioritize the right initiatives, escalate the right issues and drive the most impactful change
• efficient – highly resourceful, organized, and evaluates everything to implement ways of doing things better

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

• 7 or more years of experience managing and leading others
• 3 or more years of experience in EA WWCE with strong knowledge of operations
• Experience developing new processes and leading change management initiatives
• Experienced in tracking and documenting multiple initiatives at a time
• Excellent verbal and written communication skills, and the ability to interact professionally with a diverse group of staff and senior management
• Develop strong interpersonal relationships and maintain positive working relationships over time
• Proven ability to use influence to drive cross-functional results

City:

State:

Community / Marketing Title: People Programs Lead

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: 11

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.