Director, Live Service Delivery

Requisition Number: 160208

Position Title: Director, Customer Experience

External Description:

Director, Live Service Delivery

#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 Director of Live Service Delivery.

We’re seeking an exceptional leader to drive high-quality team engagement, improve service efficiency, maximize business development opportunities, and model a culture of continuous improvement and customer service excellence. This role will lead the delivery of service in live channels (phone, chat, e-mail, tickets) through internal management teams and partner management.

This role is part of EA’s Customer Experience organization and will report to the Senior Director of Service Delivery Operations. 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.

So how does the Director of Live Service Delivery make great experiences for players? They:

• provide overall leadership to multi-disciplined teams across multiple sites
• coach and develop team members by accurately accessing their strengths and development needs, giving timely and specific feedback, as well as partnering with direct reports to optimize performance of their teams
• manage relationships with external partners to scale service delivery with consistent quality interactions
• report on KPIs that measure current performance, look for service optimization opportunities to continually improve the service experience, and prepare our business for future growth so we can scale to support spikes in demand
• maintain and improve a level of product or service knowledge by working closely with all departments and ensuring effective cross training and mentoring
• are a transformational, customer centric leader, responsible for directing and developing managerial capability throughout the business, managing diverse customer services teams, and inspiring their direct reports to build their own teams.
• drive a culture of continuous improvement by establishing and maintaining a high performing team where new ideas and solutions are encouraged, evaluated, quantified and implemented
• contribute to the growth of the business as a member of the senior management team, regularly interacting with the executive team for EA Customer Experience
• play a central role in the Service Delivery Operations leadership team in forward planning and strategy development for the operation

If this role is for you, then you are:

• Creative: Ability to find out-of-the-box/non-traditional ways of problem solving, and apply innovative thinking when approaching and defining solutions.
• Entrepreneurial: Self-directed/motivated individual with the willingness and ability to personally jump in, roll up their sleeves and get to work in either a strategic or executional capacity when needed.
• Pro-active: Provides recommendations and takes the lead on initiatives without being prompted by internal or external partners.
• Efficient: Highly resourceful and organized person that evaluates everything and implements new ways of doing things faster, better. Fosters a drive for results culture.
• Curious/Inquisitive: Investigates the current situation, asks the relevant questions needed to get the whole picture then provides specific actionable recommendations.
• Team Player: Leader that encourages team collaboration, works well with peers across multiple functions within the company, promotes enthusiasm, leverages powers of influence when necessary and motivates relationship building.
• Decisive: High-energy and assertive person that has strong interpersonal skills and can build rapport and trust quickly in order to form strong business partnerships within the organization as well as outside the company.
• Strategic: Sees a long term vision and designs solutions with the future in mind. Leads others by connecting work to strategic goals.
• Managing Ambiguity: Can make decisions without all the details and adapts easily to change.

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

• Minimum of 10 years of people management experience
• Minimum of 5 years’ experience in the contact center business
• Bachelor’s or advanced degree preferred.
• Experience developing the strategy and roadmap for a business function
• Success in leading transformational change in a diverse operating environment
• Experience leading by example and motivating teams and individuals to a high level of achievement and to reach their full potential
• Commercially astute with contract management expertise
• Strong analytical and financial management and experience in delivering to stretch targets
• Strong operational management capability – a proven track record of delivering results against key performance targets and goals.
• Experience leading global teams with varying work hours and locations

City:

State:

Community / Marketing Title: Director, Live Service Delivery

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:

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: 81

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.