You are an experienced contact center leader, with a deep understanding of EA Mobile and HD Help experiences.
As the Senior Manager, Operational Performance Management you are a thought leader and expert on our operations. You'll develop and manage a centralized source of insight to increase our understanding of our delivery across the areas of Reach, Resolution and Experience Recovery. Your insights will inform discussions that drive action, positive change and development in how we support our players. You will develop, deliver, and evolve a robust framework of performance controls and operating system to identify and drive service improvements and support future strategies.
You must be comfortable constructively challenging the status quo, identifying opportunities, determining root causes, and developing and owning action plans that deliver improvement for our players and our business.
What a Senior Manager, Operational Performance Management does at EA:
Create data-driven innovative insights with relevant context and propose action plans aligned to our priorities
Provide cross-functional perspective, inform, and influence operations strategy, management decisions, and the prioritization of work across LFC and WWCE
Improvement opportunities across our product, processes, and team performance, and drive outcome-driven initiatives that improve our Reach, Resolution and Experience Recovery to completion
Champion a culture of performance management by implementing performance management framework and tools, from root cause to resolution
Develop and align operations KPIs for a performance management framework that aligns with and supports LFC/WWCE strategy and operational priorities
Monitor and report on performance trends across KPIs and objectives, adding context that drives understanding and discussion on critical performance areas
Set KPIs and measures of success for any projects, programs, and initiatives as required
Create a positive team culture, focused on developing and coaching team members
Actively establish, maintain, and strengthen internal and external relationships
Proactively build industry and functional knowledge of performance and insight to continuously improve and embed best-in-class practices
If this role is for you, then you are:
Creative – able to find out-of-the-box and non-traditional ways to problem-solve
Motivated - willing to personally jump in, analyze, and partner with the right people to action recommendations
Proactive – provide ideas and suggestions, and take the lead on projects
Efficient - evaluate and plan when implementing changes to do things better and faster
Curious – investigate the situation, ask relevant questions, and give specific and actionable recommendations
Partnership – a leader who encourages team collaboration, works well with peers, promotes enthusiasm, uses powers of influence, and builds relationships
Achieve – believes that actions speak louder than words, and enjoys achievement
Accomplished – has a track record of professional achievement.
If you're interested in this role, you'll need these skills or experiences:
7+ years' experience working within a contact center or relationship management
Strong operational management capabilities, with experience delivering key performance targets and business goals
Work in partnership with others provides clarity and direction
Work with diverse staff groups and senior management
Experience developing the strategy and tactical plans for operations
Use influence to improve cross-functional results
Thought leadership capability with the ability to inspire people with creative ideas
Can understand complex data, identify trends, and translate to action
About Electronic Arts
Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.
We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us. We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life. We provide comprehensive benefit packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more. Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.
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. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.
