Advisor Process Lead

Requisition Number: 161997

Position Title: Communications Manager

External Description:

Advisor Process Lead, EA Customer Experience

#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. They 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 Advisor Process Lead.

You will be a part of EA’s Customer Experience organization. We exist to help the world play and we’re on a mission to make EA known for taking care of its players.

The Advisor Process Lead wakes up thinking about how to make the advisor experience better because it affects the player experience. EA Game Advisors use procedures, process behaviors, and policies when players contact us for help.

The Advisor Process Lead will review all of the requests to change or add processes and put like work together. The Lead will dig into the data and historical issues to find gaps. In your investigation, you will work with Quality, Training, Service Delivery, Insights, Legal, and Product Engagement as you advocate for the info or access game advisors need. You will make strategic recommendations for the long-term goals of this work.

You will report to the Director of Content and Communications as part of the Content team in the larger Communications and Employee Enablement team.

The Content team are writers and editors who love writing helpful content that leads to a solution. We are good at translating tricky, technical stuff into human language that anyone can understand – from age 6 to 60.

Communications and Employee Enablement is here to help people (players AND employees) have great experiences with EA.

So how does the Advisor Process Lead make great experiences for players?

They:

• analyze advisor processes to understand if they are working (or not)
• document advisor processes end-to-end, seeing how it impacts the player, the advisor, and the business
• prioritize problems to solve based on impact analysis, gains, while keeping in mind our goals
• present multiple solutions to a broken process that show different impacts
• meet with advisors, the quality team, experience analysts, service delivery management, legal, and live service analysts to get input on a process strategy or policy
• chat with writers to hear about their upcoming content plans, listening to how the advisor processes work
• advocate for advisors and empathize with the job they do every day to solve player issues
• put a premium on clear writing and documentation layout

You have goals like:

• defining how we measure if the process is working or not
• creating a plan to organize processes into documented, repeatable behaviors that solve the player’s issue every time
• driving higher quality changes, less often
• making the knowledge base a source that advisors trust to help them on every contact

You’ll need these skills or experiences:

• 5 or more years’ experience in process design, process management, content management, or program management
• A bachelor’s degree or graduate degree in a related field
• Experience writing requirements documentation or technical documentation
• Experience completing impact analysis with data synthesis and correlation
• Experience presenting and communicating new processes or changes to process
• Game industry and customer support experience are nice to have but not required

City:

State:

Community / Marketing Title: Advisor Process Lead

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: 55

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.