As a Senior Game Lifecycle Manager, you will report to the Sr. Manager, Game Lifecycle Management, as part of the Experience Integration organization. You will lead the WWCE process to develop and implement CX strategies supporting a portfolio of EA titles and services, working with teams across Studio, Services, and WorldWide Customer Experience (WWCE) to create the best possible player experience.
WWCE
EA’s Worldwide Customer Experience (WWCE) organization exists to inspire the world to play. We support fans across the globe in 13+ languages. We value people who will bring new ideas and perspectives to help make WWCE a great place to be. We celebrate diversity and inclusion. It’s just as important for us to create great experiences for our people as for our fans. We’re looking for people that will come to the office (or Zoom meeting) excited to work and ready for some fun.
Responsibilities
Manage a portfolio of EA products including EA Services, HD, and Mobile games
Coordinate & lead cross-functional workgroups where you will:
Create CX strategies and support readiness plans for the titles in your portfolio to achieve a great player support experience
Develop strong partnerships across Studios, Product, Service & Experience Design, and other essential organizations on the development and implementation of single & multi-year strategies
Implement all aspects of your strategies, ensuring organizational readiness for launches and major milestones
Support games and CX strategies once launched and in Live Service, where you will partner with our Live Service Analysts to:
Monitor and report on CX strategy adoption, including game support performance post-launch
Create and lead quick response team to assess, manage, and resolve issues
Implement mitigation activities, monitor and report on outcomes
Participate in multidisciplinary projects designed to improve and evolve our support capabilities, operational frameworks, and customer experience strategies
Qualifications
You have at least 5 years of Program/Project Management or Customer Success/Account Management experience and:
Can manage multiple projects or a portfolio of customers with competing schedules and resources
Have created, implemented, and followed work schedules/project plans and meeting deadlines
Can showcase successful completion of projects with on-time delivery, including risk mitigation
You can navigate complex environments to drive results and collaborate with members across different teams to balance priorities
You have experience building, managing, and executing on complex strategies
You excel at bringing the right people to the table, tackling issues, identifying opportunities, and driving agreement
You understand your customers and partners, by seeing the world through their perspective, speaking their language, and articulating their needs
You have strong verbal and written skills with the ability to articulate complex issues, positioned for the appropriate audience(s)
You have experience leading formal and/or informal teams
Bonus: Experience in the gaming industry is a plus, but not a requirement
About EA We exist to inspire the world to play. Through innovative technology and immersive storytelling, we deliver new ways of experiencing worlds of interactive entertainment for our millions of players worldwide. Our strength lies in the diversity of our people, combining creativity, innovation and passion. We fully champion inclusive culture, and provide opportunities for growing, learning, and leading that allows for the most impactful and rewarding work of our teams’ careers. We put our people first, and we make sure they’re taken care of both in and out of the office. As we reflect on our learnings and successes from remote work, we aim to provide dynamic, collaborative and flexible work environments for our teams. Our employees connect through our Employee Resource Groups, which are actively involved in driving business decisions every step of the way. But our support doesn’t end at the workplace—we also encourage a balanced lifestyle with paid time off and new parent leave, free video games, fitness reimbursement and more. Our goal is to provide a safe, respectful and inspiring workplace for all of our employees. Through our diversity, equity, inclusion and social responsibility programs, we’re doing the work to give everyone the space to be their full selves while giving back to our community. We’re looking for problem-solvers, game-changers, innovators, dreamers, doers—people that are ready to move the needle and build on our success. As our industry accelerates, we aren’t just keeping up—we’re staying ahead of the game. Electronic Arts 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, veteran status, or any other characteristic protected by law. Electronic Arts also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.