Multiple Locations: Austin, Texas, United States Galway, County Galway, Ireland

Electronic Arts Inc. is a leading global interactive entertainment software company. EA delivers games, content and online services for Internet-connected consoles, personal computers, mobile phones and tablets.

Service Delivery People Programs Manager

#WeAreEA and we exist to inspire the world to play. EA values creativity, pioneering, passion, determination, learning, and teamwork. We mean things like acting with curiosity, speaking up with original ideas, and committing to each other as one team.

We're looking for all the best kinds of people to make great experiences for our players, and want a job that inspires them, while giving them room to enjoy their lives. And we want to give them that. We celebrate diversity and inclusion by creating a place where you can come to work and be yourself.

And we want you to join us. We're hiring a People Programs Manager.

You will lead efforts to improve how Service Delivery manages people and work. They report to the Director of Service Delivery Management and establishes processes and tools that empower Service Delivery managers to lead teams and improve operational performance.

You will be part of EA's Customer Experience organization. The Customer Experience organization strives to make EA known for taking care of its players. We're players taking care of players and people talking to people – whenever, wherever, and however they need us.

The People Programs Manager will have a great understanding of the Service Delivery employee experience for Advisors and Team Managers for consistency, empowerment, and enablement.

So how does the People Programs Manager make great experiences for players? They:

Conduct Advisor and TM roundtables to understand pain points and prioritize people initiatives
Have an awareness of process gaps and blockers to advisor team performance through communications, interactions, data reviews and survey responses, and create action plans
Track all people initiatives within Service Delivery
Develop requirements for Team Manager development
Develop requirements and implementation of improved tools for Team Managers
Create a Team Manager onboarding processes and associated documentation
Determine content priorities for Global All-Hands meeting monthly
Partner across organizations to understand timing of projects and maintain a schedule of events for Service Delivery
Develop visual management across captive sites
Partner to review advisor training programs for business approval
Identify advisor development opportunities

If this role is for you, then you are:

A listener – people talk to you and you always have a pulse of the what people are experiencing and how they are feeling about a variety of topics
An advocate – you naturally work on the behalf of others with a passion to make things better
Motivated – able to personally jump in and implement
A team player– a leader that encourages team collaboration, works well with peers, promotes enthusiasm, uses the power of influence, and builds relationships
An Ops expert – you know what it's like to be a Team Manager in a contact center so you can work on the right projects, escalate the right issues and promote the most impactful change
Efficient– evaluates everything to implement ways of doing things better

If you're interested in this role, you'll need these skills or experiences:

7 or more years of experience leading a team
3 or more years of experience in a customer support environment with strong knowledge of operations
Experienced at creating programs to improve employee experience or fix gaps identified through surveys, round tables and other methods
Experience developing new processes and leading change management projects
Experienced in tracking and documenting projects
Excellent verbal and written skills, and the ability to connect with a diverse group of staff and senior management
Develop positive working relationships over time
Use influence to achieve results

Compensation and Benefits

TA will complete this section since the content is unique to each role.

EA 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 or veteran status. We will also consider for employment qualified applicants with criminal records observing applicable law.

About EA At Electronic Arts, we exist to Inspire the World to Play. We create extraordinary new game experiences for our millions of players everywhere by bringing together talented people that combine creativity, innovation, and passion. We know that our strength lies in the diversity of our people. We immerse our employees into an inclusive culture, and provide opportunities for learning and leading that allow them to do the most impactful and rewarding work of their careers. We put our people first. We provide comprehensive benefit packages with a focus on health and wellbeing to support your needs and help you balance your career and personal life. We provide access to dynamic and collaborative work environments, opportunities to connect and contribute through our Employee Resource Groups, and support for a balanced life with paid time off and new parent leave, plus free video games and so much more! 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.