You will be 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.
Senior Program Manager, Help Optimization
The Senior Program Manager will relentlessly identify scalable opportunities for fans to resolve their own issues and work to get them prioritized and implemented through product, policy and process work. They’ll partner closely with the live team managing 1:1 interactions to test and learn and with the self-service product teams to deploy scalable solutions.
This Senior Program Manager will lead programs and projects that generate new and improved outcomes for fans and support the Fan Care shift-left strategy of reaching fans with preventative, proactive, or high-scale care. These programs will span across Fan Care, multiple product lines, games and/or larger service areas. (Think lateral scope vs. a vertical scope within a product line or game launch)
How does the Senior Program Manager make great experiences for fans? They:
champion and communicate the strategic shift-left vision and promote positive web containment
maintain a fan-focused lens in partnering on the design of new and improved outcomes for fan needs
use data and insights from multiple sources to
identify opportunities to develop better outcomes for fan needs
identify opportunities to shift fan interactions upstream in the Fan Care journey
measure the impact and value of projects and programs
partner on the development of data science models to better understand root-cause, symptoms and solutions to fan needs
set the research strategy to understand fan behavior, preferences and the motivations for channel choices
influence teams across EA to change policy, develop tools, and implement other needs that unlock new player solutions and outcomes
test hypothesis on how to deliver new solutions and better care upstream in the journey
partner with the Live team to test and standardize repeatable outcomes
partner with the Self-Service team on the development of products and services
present analysis, influence roadmaps and report on impact
If this role is for you, then you are:
passionate about our fans - you want to do the right thing for our fans and the business
data informed - you use all our data to design and deliver easy, effective care experiences
driven to get it done - you know fan utilization and business impact matter more than implementation
curious - you work to understand why things are the way they are and come up with creative solutions
a committed communicator – you communicate clearly, openly and personally from presentations with senior leaders to day-to-day conversations with product teams
consistent – people know what they can expect from you, there is rhyme and reason to how you operate and others value your dependability
proactive – a self-directed and motivated person that’s able to personally jump in, roll up your sleeves, and take the lead without being asked
efficient – highly resourceful, organized, and evaluates everything to implement ways of doing things better and faster
influential – you know how to bring people along and are comfortable taking a stand and convincing others to join you
a team player – a leader that encourages team collaboration, works well with peers, promotes enthusiasm, leverages powers of influence, and builds relationships
If you’re interested you’ll need these skills or experiences:
minimum of 5 years experience developing CX solutions, products or services or managing complex programs
cross functional leadership and influence
knowledge of web analytics, data science models and gen AI industry standards
research and analysis skills, including the ability to interpret insights and data then translate that data into actionable results
success in delivering transformational change in a diverse operating environment with the ability to show enthusiasm and encourage others to view change positively
a strong sense of personal integrity, contributing 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
About Electronic Arts
We’re proud to have an extensive portfolio of games and experiences, locations around the world, and opportunities across EA. We value adaptability, resilience, creativity, and curiosity. From leadership that brings out your potential, to creating space for learning and experimenting, we empower you to do great work and pursue opportunities for growth.
We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support a balanced life with paid time off and new parent leave, plus free games and so much more. We nurture environments where our teams can always bring their best to what they do.
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.
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We exist to inspire the world to play. We put our people first, and we thrive off their diversity in our innovative technology and immersive storytelling. We’re doing the work to give everyone the space to be their full selves while giving back to our community, no matter where you’re working from. We’re looking for problem-solvers, game-changers, innovators, dreamers, doers—people that are ready to move the needle and transform the future of gaming. Join us.
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