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Director of Product Management, Customer Experience
at EA
EA Worldwide Cust Support, TX
EA was founded 25 years ago by individuals with a deep passion for making games. Fueled by our talented staff at locations across the globe, we are united in our passion to continue shaping the future of interactive entertainment. Together we can make a difference.
The WW Customer Experience organization is tasked with delivering the world's best customer experience for the world's best games.
Do you like to play games?
Are you a passionate customer advocate?
Do you believe anything is possible?
Do you like to change things and find yourself often challenging the status quo?
Do you work hard, want to love what you do, and have fun doing it?
Are you ready to help EA customers get the most out of their game?
If so, read on.
Role Overview:
Director of Product Management, Worldwide Customer Experience
Electronic Arts WW Customer Experience organization is seeking a Director of Product Management to manage the relationships between WW Customer Experience and EA’s product development teams. The primary responsibilities of this function are to define Customer Experience strategies for EA products, ensure support readiness for all products in the EA portfolio, and manage support related interactions with development studios for the entire product lifecycle to ensure customer experience performance goals are met. A key focus of this role is developing/improving the operational processes for how WW Customer Experience interacts with EA development studios to achieve support goals.
The Director will manage a team of Customer Experience Product Managers situated across multiple locales. Success will be measured by contact center readiness (training and knowledge materials fit for task); number and severity of customer issues fixed in product; deflection by product; and qualitative feedback from internal customers, peers, and direct reports. This position reports to the Sr. Director of Business Operations for EA WW Customer Experience.
Key Responsibilities:
• Manages a team of Product Managers that oversees operational multi-channel readiness and response for all products in the EA portfolio and the Origin online service
• Drives visioning with the studios to develop innovative ideas for new customer experience programs and enhancements to existing programs
• Manages scope of support and product supportability for new product introductions globally
• Drives alignment between product and support teams by partnering with studio leads to ensure the support vision is aligned with the product vision
• Works with Customer Experience and product teams to prepare the Global Contact Center organization to support new game launches
• Ensures product teams receive actionable Voice of the Customer information and drives resolution of product issues
• Works with the WW Customer Experience leadership team and Studio leadership teams to define and establish a strategic vision for Customer Experience support programs for EA products
• Promotes the suite of Customer Experience tools and services to the studios, aligning with them on where and how we can best plug in to meet customer experience goals
• Owns the Customer Experience product list, manages product assignments, and delivers product status updates to WW Customer Experience leadership
• Leads the effort to build Customer Experience participation into the Game Development Framework
• Works with the central Label team to define Customer Experience process and participation in the Labels’ Launch Readiness process
• Works closely with the Customer Experience Forecast Analyst to ensure all products have a contact forecast, and the Forecast Analyst has the necessary product details to forecast accurately
• Tracks product performance against goals and works
• Ensures Customer Experience Product Managers have the tools they need to succeed
Qualifications:
• Bachelor’s degree or relevant experience required; MBA preferred
• 10+ years of experience in a software development industry; video game industry specific experience is a plus
• 7+ years of experience in customer support or related roles
• 5+ years of experience managing people – strong people and team management skills; experience managing remote employees
• Proven track record of quality execution of strategic, innovative and operational objectives
• Excellent program and project management skills (e.g. managing to timelines & budgets, setting expectations, sharing knowledge, etc.)
• Excellent written and verbal communication skills and the ability to interact professionally with a diverse group of staff and senior management; strong presentation skills
• Strategic planning experience (e.g. writing strategic vision decks, leveraging results/data analytics, integrated operations plans, research studies, etc.)
• Proficient in budget tracking and management
• Self-starter with a passion for building organizations and process
• Proven ability to juggle multiple priorities in a fast paced environment
• Domestic and international travel required
• Passion for gaming is a must
Who are you:
• Creative: Ability to find out-of-the-box/non-traditional ways of problem solving, and apply innovative thinking when approaching and defining solutions.
• Entrepreneurial: Self-directed/motivated individual with the willingness and ability to personally jump in, roll up their sleeves and get to work in either a strategic or executional capacity when needed.
• Pro-active: Provides recommendations & takes the lead on initiatives without being prompted by internal or external partners.
• Efficient: Highly resourceful and organized person that evaluates everything & implements new ways of doing things faster, better.
• Curious/Inquisitive: Investigates the current situation, asks the relevant questions needed to get the whole picture then provides specific actionable recommendations
• Team Player: Leader that encourages team collaboration, works well with peers across multiple functionalities within the company, promotes enthusiasm, leverages powers of influence when necessary and motivates relationship building.
• High-energy, assertive and decisive person that has strong interpersonal skills and can build rapport and trust quickly in order to form strong business partnerships within the organization as well as outside the company.
• Gets it done – Believes that actions speak louder than words, thrives on achievement.
The WW Customer Experience organization is tasked with delivering the world's best customer experience for the world's best games.
Do you like to play games?
Are you a passionate customer advocate?
Do you believe anything is possible?
Do you like to change things and find yourself often challenging the status quo?
Do you work hard, want to love what you do, and have fun doing it?
Are you ready to help EA customers get the most out of their game?
If so, read on.
Role Overview:
Director of Product Management, Worldwide Customer Experience
Electronic Arts WW Customer Experience organization is seeking a Director of Product Management to manage the relationships between WW Customer Experience and EA’s product development teams. The primary responsibilities of this function are to define Customer Experience strategies for EA products, ensure support readiness for all products in the EA portfolio, and manage support related interactions with development studios for the entire product lifecycle to ensure customer experience performance goals are met. A key focus of this role is developing/improving the operational processes for how WW Customer Experience interacts with EA development studios to achieve support goals.
The Director will manage a team of Customer Experience Product Managers situated across multiple locales. Success will be measured by contact center readiness (training and knowledge materials fit for task); number and severity of customer issues fixed in product; deflection by product; and qualitative feedback from internal customers, peers, and direct reports. This position reports to the Sr. Director of Business Operations for EA WW Customer Experience.
Key Responsibilities:
• Manages a team of Product Managers that oversees operational multi-channel readiness and response for all products in the EA portfolio and the Origin online service
• Drives visioning with the studios to develop innovative ideas for new customer experience programs and enhancements to existing programs
• Manages scope of support and product supportability for new product introductions globally
• Drives alignment between product and support teams by partnering with studio leads to ensure the support vision is aligned with the product vision
• Works with Customer Experience and product teams to prepare the Global Contact Center organization to support new game launches
• Ensures product teams receive actionable Voice of the Customer information and drives resolution of product issues
• Works with the WW Customer Experience leadership team and Studio leadership teams to define and establish a strategic vision for Customer Experience support programs for EA products
• Promotes the suite of Customer Experience tools and services to the studios, aligning with them on where and how we can best plug in to meet customer experience goals
• Owns the Customer Experience product list, manages product assignments, and delivers product status updates to WW Customer Experience leadership
• Leads the effort to build Customer Experience participation into the Game Development Framework
• Works with the central Label team to define Customer Experience process and participation in the Labels’ Launch Readiness process
• Works closely with the Customer Experience Forecast Analyst to ensure all products have a contact forecast, and the Forecast Analyst has the necessary product details to forecast accurately
• Tracks product performance against goals and works
• Ensures Customer Experience Product Managers have the tools they need to succeed
Qualifications:
• Bachelor’s degree or relevant experience required; MBA preferred
• 10+ years of experience in a software development industry; video game industry specific experience is a plus
• 7+ years of experience in customer support or related roles
• 5+ years of experience managing people – strong people and team management skills; experience managing remote employees
• Proven track record of quality execution of strategic, innovative and operational objectives
• Excellent program and project management skills (e.g. managing to timelines & budgets, setting expectations, sharing knowledge, etc.)
• Excellent written and verbal communication skills and the ability to interact professionally with a diverse group of staff and senior management; strong presentation skills
• Strategic planning experience (e.g. writing strategic vision decks, leveraging results/data analytics, integrated operations plans, research studies, etc.)
• Proficient in budget tracking and management
• Self-starter with a passion for building organizations and process
• Proven ability to juggle multiple priorities in a fast paced environment
• Domestic and international travel required
• Passion for gaming is a must
Who are you:
• Creative: Ability to find out-of-the-box/non-traditional ways of problem solving, and apply innovative thinking when approaching and defining solutions.
• Entrepreneurial: Self-directed/motivated individual with the willingness and ability to personally jump in, roll up their sleeves and get to work in either a strategic or executional capacity when needed.
• Pro-active: Provides recommendations & takes the lead on initiatives without being prompted by internal or external partners.
• Efficient: Highly resourceful and organized person that evaluates everything & implements new ways of doing things faster, better.
• Curious/Inquisitive: Investigates the current situation, asks the relevant questions needed to get the whole picture then provides specific actionable recommendations
• Team Player: Leader that encourages team collaboration, works well with peers across multiple functionalities within the company, promotes enthusiasm, leverages powers of influence when necessary and motivates relationship building.
• High-energy, assertive and decisive person that has strong interpersonal skills and can build rapport and trust quickly in order to form strong business partnerships within the organization as well as outside the company.
• Gets it done – Believes that actions speak louder than words, thrives on achievement.