Electronic Arts

Role: Operations Lead

Our EA Experiences group is dedicated to ensuring great experiences for our growing communities, centred around our world-renowned brands, including fan favourites like Apex, Battlefield, EA SPORTS FC, Madden NFL, and The Sims, among others. We're a multi-functional group, with world-class expertise building fandoms, driving interactive storytelling, and positioning our franchises at the center of the broader entertainment ecosystem. We inspire, connect, and engage fans through culturally relevant content, intentionally architected journeys across channels, and meaningful fan care. Our goal is to provide valuable, easy experiences that fans love – in our games, around our games, and through innovative adjacent experiences to grow and enrich how fans experience EA as we shape the future of entertainment.

As Operations Lead, you will manage a team of Incident Managers who provide world-class incident management and support to our numerous partners. As part of the broader XO Support team, you will be an essential contributor to our teams based in Canada, Ireland and Singapore, reporting to the Manager of XO Support.

Requirements:

You’re someone who can bring the following skills or experiences to our team:

• Have 3+ years’ experience with Operations/Incident Management organizational responsibilities, which include ownership and management of incident escalation, resolution tracking & reporting, and people management.

• You convey complex, technical concepts to our executive staff, business sponsors, partners and technical resources in clear language.

• You can quickly ingest and apply new concepts, principles, and solutions. 

• You foster a culture of learning and improvement.

• Understand the rigorous demands a 24x7 real-time online operational environment requires.

• You demonstrate strong operational discipline by adhering to runbooks and documentation, yet can think critically and make well-reasoned decisions when incidents deviate from expected scenarios.

Responsibilities:

In a typical week, as an Operations Lead, you would…

• Head up a regional team of 3-5 Incident Managers at the forefront of issues affecting EA services.

• Coach new and tenured employees using development processes that provide an overall context and framework to encourage employee contribution, which includes goal setting, feedback, and performance development planning.

• Maintain employee work schedules, including assignments, job rotations, training, vacations, paid time off, telecommuting arrangements, coverage for absences, and overtime scheduling.

• Empower our Incident Managers to provide world-class management during all Major Incidents and act as an escalation point, exercising timely and decisive judgment during critical incidents.

• Drive and own cross-functional operational projects with the engineering and operations team to agree on and implement ongoing improvement to process, metrics, and framework.

• Recognize and celebrate team and team member accomplishments and performance.

Additional Responsibilities

In addition to the primary responsibilities outlined above, this role may occasionally be asked to serve as a departmental representative for Singapore and the broader APAC region. This includes, when requested:

• Engaging with teams, partners and other stakeholders in Singapore and APAC on behalf of EAX. 

• Attend regional meetings to gather context, and identify opportunities.

• Relaying/communicating insights, risks, and opportunities to EAX product management and leadership. 

Success here requires strong communication skills and the ability to act as an effective bridge between EAX and APAC stakeholders. This element of the role may involve occasional travel, and while the role is structured as remote, candidates must be willing to go on-site as needed.

Additional Information:

• As part of our follow-the-sun model:

  • This role is required for 24/7 operations and is a remote-friendly role; however, the core hours will be between 07:00 - 16:00 SST.

  • As part of a predefined schedule, you will have some weekend/overnight on-call work.  

  • You are also expected to work on public holidays if required.

• This role involves regular travel, as needed, to support cross-regional initiatives and engage with stakeholders.