Ops Analyst

Requisition Number: 161212

Position Title: BM&O Lead 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 an Ops 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 Ops Analyst looks like:

• working across Insights and Operations to provide business analysis to understand where there are opportunities with a specific area of focus, recommending short range solutions
• monitoring KPI performance, identifying improvement opportunities, understanding the WHY
• preparing 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
• providing Qtrly Reviews on Performance and Gap Assessments

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

• manage an essential KPI for Operations, defining and delivering improvements to help advisors and players
• identify the pain points, bottlenecks, and general blockers to delivering a signature player experience
• understand how to measure opportunities identified, with ROI models, and other analysis
• represent advisors and players when working with other departments and suggest ways to improve the player experience to appropriate partners
• propose policy, process, and integration changes across EA that allow us to provide 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
• bridge with Operations and Insights to improve storytelling of performance, dashboard development, and communication regarding data quality
• foster trust and respect within their team and beyond

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

• 2+ years experience in operations and/or 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: Ops 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: 8

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.