Product Manager - VIP/Live

Requisition Number: 183130

Position Title: Sr. Product Manager

External Description:

Product Manager, Live Fan Care, EA Worldwide Customer Experience

 

You're the Product Manager for Live Fan Care.

You are part of EA's Customer Experience organization that strives to make EA known for taking care of players. You are responsible for product planning and execution throughout the product lifecycle to ensure our Live Fan Care offerings support the overall strategy and goals of EA. You'll collaborate with a variety of stakeholders to design and create your product. You'll coordinate with your product line lead to align your product to the broader EA Customer Experience strategy.

 

You're here to transform the Live Fan Care experience for EA, focusing on contributing to a clear vision and strategy for the Live Fan Care product. You will drive your product by gathering insights, designing innovative solutions, and managing the product roadmap. You will analyze information from within EA and its partner studios to help create the vision and roadmap for Live Fan Care. You will oversee product implementation with cross-functional teams, measure product success and mitigate issues or risks. You'll create product feature briefs used to communicate across Customer Experience, IT, vendors and to studios. You'll create and manage a product roadmap for product improvements and future releases to be delivered over time.

 

You'll work with internal stakeholders to understand how to design, improve or enhance the Live Fan Care experience. You'll get insight from internal and external stakeholders to understand how to help them achieve goals and exceed player and EA employee expectations. You are the go-to person for any issues or escalation within the Live Fan Care product areas.

 

You are an experienced product manager and great at business analysis, problem solving, and effective communication. You are constantly assessing the current and future trends of Live Fan Care and the gaming and interactive entertainment industries. You balance long-term strategy work with day-to-day tasks. You are successful at managing complex cross-functional teams. Ideally, you have experience in the gaming industry and live customer experience organizations.

 

A typical day in the life of the Product Manager:

• Product management
• Foster collaboration with other Product Managers, Live Fan Care leads, and IT teams to ensure a comprehensive understanding and effective implementation of Live Fan Care's Product Line and Product strategy and vision in alignment with other departments
• Design and optimize seamless user-friendly experiences for both internal stakeholders and external customers focusing on efficiency and overall satisfaction
• Create execution plans to deliver against the Product Line and Product goals, focusing on scalable and high-quality Live Fan Care solutions
• Work with IT to deliver features and capabilities in tools when experiences dictate a technology solution
• Oversee development and answer/clarify questions from stakeholders and developers
• Understand the use cases of the product line and how changes impacts the player, the Customer Experience organization, Studios, or EA
• Continually improve processes, documentation, and communication based on user insights, market changes, and evolving business needs
• Define measurable success criteria and metrics that can be used to track progress, including business KPIs
• Monitor the competitive landscape, research and share customer experience and gaming trends
• Contribute new and creative ideas accounting for trends in the gaming and Live Fan Care spaces
• Support the overall product line and coordinate with other product managers
• Stakeholder management and communication
• Help manage relationships with vendors, internal partners, and stakeholders, ensuring needs and concerns are considered and addressed in a timely and informed manner
• Evangelize the product benefits to all internal and external stakeholders
• Collaborate with training teams to develop training materials and documentation to help assist advisors and fans effectively use the Live Fan Care Products
• Manage risk by identifying and mitigating potential threats to the Life Fan Care Products
• Gather player and internal feedback to drive improvements and inform product roadmap prioritization
• Complete planned initiatives in a complex business environment with shifting stakeholder needs and timelines

Your day looks like this because:

You drive products that are critical to EA employees and players' experience. You:

• Keep a pulse on the current and future trends and how those influence your product
• Ask thought-provoking questions to understand how to enhance your products
• Connect the dots between what's happening in the business to how it impacts players and your products
• Understand how changes to the product or product line impacts the player, the Customer Experience organization, Studios, or EA
• Measure the effectiveness of your product - if it's not improving the experience or achieving the objectives, figure out why and try something else
• Know how to oversee the team to develop the products and help mitigate delays

You'll need to be awesome at wearing these hats:

• Product Management: You are great at problem solving and managing a product lifecycle including ideation, roadmaps, overseeing development, and future releases.
• Project Management: You are familiar and work well with project management teams and processes.
• Business Analysis: You are great at gathering, documenting, analyzing, defining and managing business requirements. You can articulate current state vs. future state and the gaps between the two. You can identify the root cause of issues and identify impacts of changes.
• Problem Solving: You're great at solving problems. You are analytical, have an attention to detail, a critical thinker and use a logical approach to solving problems.
• Communicator: You are great at written and verbal communication and can articulate complex issues. You have good executive presence and are able to facilitate meetings with your team and other stakeholders. You are able to communicate to influence others and motivate action.
• Work with others: You manage stakeholders and collaborate well with others. You are an effective meeting facilitator, strong negotiator and relationship builder.
• Leadership: You are good at leading complex cross-functional teams. You are strong in change management and influencing others.

 

You'll love your job THE MOST if you:

• have 2-5 years of experience in a relevant Product Management role
• like creating and testing innovative products to foster experiences
• like managing products from ideation through development to execution
• enjoy leading and managing a cross-functional group of stakeholders to accomplish goals
• are a confident, creative communicator who likes to share information, gather data, or influence your audiences
• thrive in fast-paced environments with frequent updates

You might feel pretty bummed about this job if you:

• enjoy being more tactical in your work and not a big idea generator
• want to focus on program or project management instead of product strategy or the roadmap
• are okay with limiting product innovation due to resources or time
• like working on your own rather than collaborating with a team to accomplish a task
• dislike rapid pace or constant changes in their work environment

 

 

US COMPENSATION AND BENEFITS

The base salary ranges listed below are for the defined geographic market pay zones in these states. If you reside outside of these locations, a recruiter will advise on the base salary range and benefits for your specific location.

EA has listed the base salary ranges it in good faith expects to pay applicants for this role in the locations listed, as of the time of this posting. Salary offered will be determined based on numerous relevant business and candidate factors including, for example, education, qualifications, certifications, experience, skills, geographic location, and business or organizational needs.

BASE SALARY RANGES

• California (depending on location e.g. Los Angeles vs. Sacramento):

º $140,700 - $204,700 USD Annually

• New York (depending on location e.g. Manhattan vs. Buffalo):

º $125,300 - $204,700 USD Annually

• Jersey City, NJ :

º $164,800 - $204,700 USD Annually

• Colorado (depending on location e.g. Denver vs. Colorado Springs):

º $131,000 - $174,800 USD Annually

• Washington (depending on location e.g. Seattle vs. Spokane):

º $125,300 - $198,100 USD Annually

Base salary is just one part of the overall compensation at EA. We also offer a package of benefits including paid time off (3 weeks per year to start), 80 hours per year of sick time, 16 paid company holidays per year, 10 weeks paid time off to bond with baby, medical/dental/vision insurance, life insurance, disability insurance, and 401(k) to regular full-time employees. Certain roles may also be eligible for bonus and equity.

 

 

 

 

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Community / Marketing Title: Product Manager - VIP/Live

Company Profile:

We are a global team of creators, storytellers, technologists, experience originators, innovators and so much more. We believe amazing games and experiences start with teams as diverse as the players and communities we serve. At Electronic Arts, the only limit is your 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: 53

Can this position be remote?: 1

EEO Employer Verbiage:

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.