Electronic Arts

Senior Manager, Escalated Care:

Are you passionate about creating great experiences for our fans?

EA’s Fan Care organization exists to help the world play. We help our players get the most from their games wherever they are and whenever they need it. We aim to make EA known for taking care of its players.

And we'd like you to join us. We're hiring a Senior Manager, Escalated Care.

In this role, you’ll join the Live Care team and report to the Director of escalated Care.

Your role will be leading and managing teams that provide the highest-tier care and expertise to our fans with complex or unique needs. Your and your team’s goal is recovering fan experiences, and you lead your team to be the best of the best, known for going above and beyond.

Your focus is on making things right for our most valued fans, appropriately challenging our current processes and policies, and driving change across the broader Fan Care organization through continuous improvement, excellent communication, and relationship building. You are passionate about inspiring others and leading them successfully through change (and have done so before). You have a track record of exceeding expectations and meeting objectives. With respect and trust, you establish and foster collaborative relationships across all stakeholders.

You efficiently and consistently maintain a strong focus on quality and detail while managing your own time and workload. You are an advocate for the fan and the advisor experience.

You’re known for your ability to do the right thing for the fan and the business. You know when to follow process, when to go out of process, and when to advocate for change to processes. You challenge the status quo respectfully and productively. You take pride in helping fans get the most from their experience with EA and don’t rest on ‘doing what we did last time’ being good enough. 

Responsibilities:

• Manage, coach, and inspire a global team of managers known for being the best of the best that provides specialized, differentiated care and support to our fans, and internal teams.

• follow a structured approach to operational management, driving performance to stated goals and reporting on current performance

• Dig into business results and deliver action-focused insights and analysis to the right people.

• Provide leadership, coaching, and feedback to your team members to meet KPIs, goals, and objectives.

• coach and develop team managers, assessing their strengths and development needs, and giving timely and specific feedback

• Establish a collaborative, inclusive, and positive working environment through open communication, a positive approach, and intentional collaboration.

• lead teams to understand business priorities and how their work connects to strategic objectives

• maintain and improve a level of product or service knowledge by working closely with all departments and ensuring effective cross-training and mentoring

• Continuously look for solutions to improve current processes and systems, and provide valuable feedback for product/service improvement.

• understand the factors that impact performance and work cross-functionally to remove barriers and promote service optimization

If This Role Is For You, Then You Are

• a leader – you are the one that can rally the troops, can tell a story that people get behind and you can drive results in difficult times

• a great communicator – from presentations to senior leaders to daily conversations with advisors, you strike the right balance with the right audience

• consistent – people know what they can expect from you, there is rhyme and reason to how you operate and others value your dependability

• pro-active – a self-directed and motivated person who’s able to personally jump in, roll up your sleeves, and take the lead without being asked

• efficient – highly resourceful, organized, and evaluates everything to implement ways of doing things better and faster

• influential – you are comfortable taking a stand and convincing others to join you

• a team player – a leader that encourages team collaboration, works well with peers, promotes enthusiasm, leverages powers of influence, and builds relationships

• gets it done – believes that actions speak louder than words, and thrives on achievement

• accomplished – has a track record of professional achievement

• listens – always listening to feedback with an open mind on how to improve the business for our players and our employees

Additional Information:

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

• 5 or more years of experience in customer care and/or contact center management

• 5 or more years of experience directly managing people

• Strong operational management capabilities, with a proven track record of delivering results against key performance targets and goals

• Experience setting performance goals, performance managing, and professionally developing other people managers

• Excellent verbal and written communication skills, and the ability to interact professionally with a diverse group of staff and senior management

• Strong presentation skills to relay stories told by data

• Ability to use influence to drive cross-functional results

EA 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 or veteran status.