Senior Manager, Customer Experience Strategist, Sports

As the Senior Manager, Customer Experience (CX) Strategist, you love the sports games in the portfolio you support and you are an advocate of better experiences for our fans. You understand the fan needs and motivations in your portfolio of games and connect those to the solutions and gaps that exist in the products in Fan Growth. Why? Because in addition to knowing the games, you will know the products of Fan Growth. You will work across Fan Growth to understand existing and emerging services and capabilities that you will build into your strategies and recommendations. You will make connections, identify opportunities, influence groups to see the fans perspective and help teams generate the right level of commitment and action plans to improve experiences.

You know better experiences make better business outcomes and you love leading teams to make decisions with the fan in mind. You will work in a pod-like structure to activate execution. You, the Director of Programs and Partnerships, and your lifecycle lead will work with partners and studios to make scope commitments and resourcing plans. You are also a flex player. Someone who can step in and lead major title releases or go deep on projects when it’s in the best interest of the fan, experience, or the team. When you do, you will mobilize team members to create action plans that support these opportunities to ensure we drive these improvements into being. You will be the connector and unifier of various teams to drive journey improvements wherever we find them. You will use your unique position and perspective to influence, assemble, and drive teams to deliver on improvements to our player journeys. In this role you will report to the Sr. Director of Experience Design and Customer Experience.

Responsibilities:

• Manage a portfolio of games that you connect to Fan Care Support, Identity and Loyalty capabilities and services.
• Be responsible for a backlog of opportunities that can serve journey improvements across your portfolio of games
• Work across a wide variety of teams to negotiate and refine recommendations, proposals and plans for execution. You will be the driver of scope clarity.
• Be connected to the health of your portfolio of games. Know what the major issues/problems are, where our support response is or isn’t working, and always being ready to recommend a way to make things better from what you know
• Drive awareness of changing needs across game titles so Fan Growth team members can respond accordingly
• Connect the product and service priorities in Fan Growth to your knowledge of objectives and business needs across your games

Requirements:

• Ability to build relationships and trust to form business partnerships across the
  company
• Ability to bring clarity to project work, prioritize opportunities and organize teams with enthusiasm to provide solutions
• Ability to bring organization to chaotic environments that require many diverse team
  members to come together as one to succeed
• Ability to creatively problem solve, and apply new thinking when approaching and defining
  solutions
• Ability to balance custom solutions with efficient repeatable activities
• Thrive in a fast-paced environment with frequent updates, curveballs, and
  pivots
• Communicate confidently while presenting and able to share information in
  a way that various audiences can easily understand
  
• Love of sports games, a plus