Director, Digital Customer Service Operations

Requisition Number: 162352

Position Title: Director, 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 Director of Digital Service Delivery.

We’re looking for someone to promote high-quality team engagement, improve service efficiency, maximize service delivery opportunities, and model a culture of continuous improvement. This role will lead the delivery of service in online channels (social media, community forums, self-service tools, and web support) through global teams and cross organizational partnerships.

You will be 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 Digital Service Delivery make great experiences for players? They:

• provide leadership to multi-disciplined teams across global sites
• develop team members by assessing their strengths and development needs, giving feedback, and partnering with direct reports to optimize the performance of their teams
• partner with multiple teams to influence product, IT, and marketing roadmaps
• look for service optimization opportunities to increase the digital service channels, and improve performance to meet the growing demand of the digital space
• maintain a level of product and service knowledge across the industry
• create a culture of continuous improvement by encouraging new ideas and solutions from concept to implementation
• regularly work with the executive team for EA Customer Experience to influence priorities
• play a central role in the Service Delivery Operations leadership team

If this role is for you, then you are:

• Creative: You find out-of-the-box/non-traditional solutions.
• Pro-active: Provide recommendations and take the lead on plans to change.
• Efficient: Implement new ways of doing things faster, better.
• Curious/Inquisitive: Investigate the current situation and ask the relevant questions.
• Collaborative: Work well with peers and motivated by different ideas.
• A leader: Encourage team collaboration, promote enthusiasm and use the power of influence.
• Passionate: The customer experience drives your decisions.
• Strategic: See a long term vision and design solutions with the future in mind.

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

• 10 years experience managing teams
• 5 years experience in online channel management
• Success in leading transformational change in a global operating environment
• Success driving teams to delivery on stretch goals

City:

State:

Community / Marketing Title: Director, Digital Customer Service Operations

Company Profile:

Electronic Arts Inc. 是全球领先的互动娱乐软件公司。 EA 提供适用于联网主机、个人电脑、手机和平板电脑的游戏、内容和在线服务。

EEOText: EA 是一个奉行机会均等的雇主。 所有招聘决定均不考虑种族、肤色、国籍、血统、生理性别、社会性别、性别认同或表达、性向、年龄、遗传信息、宗教信仰、残障状况、医疗状况、怀孕状况、婚姻状况、家庭状况、退伍军人身份或其他任何受法律保护的特征等因素的影响。 我们也会遵照相关法律，考虑雇佣带犯罪记录的合格申请者。 EA 还会遵照相关法律，为符合条件的残障个体改善工作环境。

Days Open: 132

Can this position be remote?:

EEO Employer Verbiage:

EA 是一个奉行机会均等的雇主。 所有招聘决定均不考虑种族、肤色、国籍、血统、生理性别、社会性别、性别认同或表达、性向、年龄、遗传信息、宗教信仰、残障状况、医疗状况、怀孕状况、婚姻状况、家庭状况或退伍军人身份等因素的影响。 EA 还会遵照相关法律，为符合条件的残障个体改善工作环境。