Electronic Arts

You will be part of EA's Fan Care organization. EA's Fan Care organization exists to help our fans get the most fun from their games. From onboarding new players to getting them back in the game when they have issues, we support fans across their EA experiences and keep them safe online. We value people who bring new ideas and perspectives to make Fan Care a great place to be and be from. We celebrate diversity and inclusion. It's just as important for us to create great experiences for our people as for our players. We're looking for people who will show up excited to work and ready for fun.

Senior Program Manager, Help Optimization

The Senior Program Manager will relentlessly identify scalable opportunities for fans to resolve their own issues and work to get them prioritized and implemented through product, policy and process work. They’ll partner closely with the live team managing 1:1 interactions to test and learn and with the self-service product teams to deploy scalable solutions. 

This Senior Program Manager will lead programs and projects that generate new and improved outcomes for fans and support the Fan Care shift-left strategy of reaching fans with preventative, proactive, or high-scale care. These programs will span across Fan Care, multiple product lines, games and/or larger service areas.  (Think lateral scope vs. a vertical scope within a product line or game launch)

How does the Senior Program Manager make great experiences for fans? They:

• champion and communicate the strategic shift-left vision and promote positive web containment 
• maintain a fan-focused lens in partnering on the design of new and improved outcomes for fan needs
• use data and insights from multiple sources to 
  • identify opportunities to develop better outcomes for fan needs
  • identify opportunities to shift fan interactions upstream in the Fan Care journey
  • measure the impact and value of projects and programs
• partner on the development of data science models to better understand root-cause, symptoms and solutions to fan needs
• set the research strategy to understand fan behavior, preferences and the motivations for channel choices
• influence teams across EA to change policy, develop tools, and implement other needs that unlock new player solutions and outcomes
• test hypothesis on how to deliver new solutions and better care upstream in the journey
• partner with the Live team to test and standardize repeatable outcomes
• partner with the Self-Service team on the development of products and services
• present analysis, influence roadmaps and report on impact

If this role is for you, then you are:

• passionate about our fans - you want to do the right thing for our fans and the business 
• data informed - you use all our data to design and deliver easy, effective care experiences 
• driven to get it done - you know fan utilization and business impact matter more than implementation 
• curious - you work to understand why things are the way they are and come up with creative solutions 
• a committed communicator – you communicate clearly, openly and personally from presentations with senior leaders to day-to-day conversations with product teams 
• consistent – people know what they can expect from you, there is rhyme and reason to how you operate and others value your dependability
• proactive – a self-directed and motivated person that’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 know how to bring people along and 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

If you’re interested you’ll need these skills or experiences:

• minimum of 5 years experience developing CX solutions, products or services or managing complex programs 
• cross functional leadership and influence 
• knowledge of web analytics, data science models and gen AI industry standards
• research and analysis skills, including the ability to interpret insights and data then translate that data into actionable results
• success in delivering transformational change in a diverse operating environment with the ability to show enthusiasm and encourage others to view change positively
• a strong sense of personal integrity, contributing to a culture that values diversity in the workplace
• demonstrated experience leading by example and motivating teams and individuals to a high level of achievement and to reach their full potential