Electronic Arts

As Director of Operations for CRM, you will lead operations for this newly created team. Reporting to the VP CRM, you will develop EA Experiences’ strategy and will lead the technical and business operations to achieve our overall goals.  Your scope will include our website (ea.com), email, in-game communications, data, and low-touch creative solutions. You will partner with your peers on the CRM team and our studio, marketing, commercial and platform teams to delight our customers. This is a full-time role with a three-day a week hybrid work model.

Responsibilities:

• Lead the design and implementation of our team’s operational mechanisms, using technology/process to deliver scaled output on a rapid cycle (e.g. daily).  

• Lead the CRM operations team, providing coaching to help team members further their careers.

• You will develop closed-loop mechanisms and reporting to audit our team's results, ensuring the future scalability of our products and operations.  

• Manage our roadmap and planning processes observing EA Experiences goals/frameworks.

• Be an operations expert across EA, influencing our approach in areas such as design thinking, software development, product optimization, player personalization and product management.

• Evaluate complex business and technical requirements in partnership with CRM tech/product, and communicate inherent risks and solutions to technical and non-technical business owners.

• Partner with Experiences team peers to ensure our operations are fit for purpose and delivering on our team goals.

Qualifications:

• 10+ years experience in a scaled digital team.

• 5+ years experience managing operations teams.

• Experience building scaled products (>100M users) with global reach.

• Experience building products that use individual player behavior.

• Experienced in managing business operations in large companies.

• Experience building solutions that improve customer/player outcomes to achieve business targets.

• Experience working with multiple partner teams including Marketing and Commercial teams

• Experience managing and working with distributed/remote teams.