Self-Service Channel Manager

Channel Manager

Location: Can be remote from anywhere in Ireland

We're hiring a Self-Service Channel Manager for experience optimization within the In-Destination Self-Service team. You will drive strategy within our existing self-service capabilities across web, in-game, and in-destination help experience and contributing to overall business strategy for WWCE. As a part of this role, you will lead teams that define, implement, and optimize end-to-end self-service experiences such as FAQs, tools, bots, and automations and you will collaborate with leaders across the Fan Care organization and our Studio teams to define, improve and transform the fan experience. This role will define self-service goals for the number of fans helped, lead teams executing against those goals, and drive delivery of the experience roadmap for self-service across web, in-game, and in-destination help spaces.

This role is 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. You will report to the Director, Channel Management.

Primary responsibilities

• Lead In-Destination Self-Service teams responsible for multiple sites and experiences.
• Guide self-service teams through improvement cycles, roadmap creation, and planning.
• Coach and develop team members by accurately assessing their strengths and development needs, giving timely and specific feedback, and partnering with direct reports to optimize performance of their teams.
• Look for ways to improve the self-service experience and prepare for future business growth.
• Collaborate with teammates to execute the strategic plan for self-service experiences.
• Work with key stakeholders to implement strategies for new capabilities and define, set and track KPIs for success.
• Advise on creating and implementing operating and governance models for self-service tools, experiences, and content management.
• Present analysis, report on KPIs, and suggest improvements for the self-service experience.
• Manage team and team members' annual objectives, assess specific learning and development needs, and understand career development opportunities.

Additional responsibilities

• Foster a culture of continuous improvement through process development and calibration, as well as establishing and maintaining a high performing team where new ideas and solutions are encouraged, evaluated, quantified, and implemented.
• Present analysis and make recommendations; use expertise and lessons learned to influence related strategies.

Skills and Experience

• 3+ years experience leading strategies for digital or customer support experiences.
• 1+ year of experience managing people, preferably in global, hybrid working environments.
• Proven success in leading cross-functional teams.
• Knowledge of platforms, APIs, trends, and innovations in the self service space.
• Knowledge of best practices and benchmarks in the customer support industry.
• Strong research skills, with the ability to transform insights and data into relevant steps.
• Success in leading transformational change in diverse operating environments and encouraging staff to view change positively.
• A strong sense of personal integrity, and desire to contribute 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.