Senior Program Manager - Self-Service Fan Care 

In this role as Senior Program Manager, you will be part of EA's Customer Experience organization that strives to make EA known for taking care of players. You will report to the Senior Portfolio Manager for Self-Service Fan Care. As a Senior Program Manager, you will own and lead a strategic program of AI-driven, cross-functional projects in the Self-Service arm of Fan Care, ensuring delivery from planning through execution. Managing a program and projects you will partner with business owners to prioritize work, and track dependencies, risks, and progress. This role ensures clear communication with stakeholders, provides leadership visibility through reporting, and drives continuous process improvements. You will act as both a team leader and program steward — balancing execution discipline with adaptability in a fast-paced, global environment.

Responsibilities:

• Own the program strategy, sequencing, and integrated delivery of AI-driven Self-Service Fan Care initiatives, translating product and business strategy into coordinated execution and measurable fan and business outcomes across teams and timelines.

• Define program objectives and translate them into actionable outcomes with clear success metrics (e.g., adoption, efficiency, satisfaction).

• Build and maintain program roadmaps, integrating cross-functional inputs and ensuring transparency at all levels.

• Partner with product, engineering, design, operations, and business leaders to prioritize and sequence initiatives, driving trade-off decisions that maximize fan and business impact.

• Track and manage program delivery costs and vendor dependencies

• Develop close working relationships with a broad set of EA teams that will contribute to the program, including studios, to drive program delivery, adoption and program success.

• Provide leadership visibility into program progress, risks, and opportunities — influencing decision-making at the collaborator, team and executive level.

• Be responsible for roll-out readiness, communications and enablement

• Lead retrospectives and continuous improvement efforts to scale learnings across initiatives.

Qualifications:

• 5+ years of program management experience, ideally within global and cross-functional teams.

• Success leading long term programs across a global organization.

• Success identifying key program deliverables and achieving them.

• Success in agile development and rapid experimentation to encourage speed, iterations and learnings that adapt to rapidly changing fan expectations and market conditions.

• Fluency in business tools such as Google Suite, Jira, and Airtable.

• Experience managing AI-related programs or projects is a plus.