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Product Manager Customer Experience
at EA
Redwood City, California
ENTERTAINING IS OUR PASSION
We’re EA—the world’s largest video game publisher. You’re probably familiar with many of our titles—Madden, FIFA, The Sims, Need for Speed, Dead Space, Battlefield, and Star Wars, to name but a few. But maybe you don’t know how we’re committed to creating games for every platform—from social to mobile to console—to give our consumers that Anytime, Anywhere access they demand. What does that mean for you? It means more opportunities to unleash your creative genius, be inspired by those leading their fields, and ignite your path in any direction you choose.
EA is dedicated in ensuring ultimate customer support & satisfaction. Customer Support representatives are the first point of contact for online players, with one common goal: To provide the best customer service possible, while still maintaining a fun, playable environment for everyone. We achieve our goals each month by dividing and prioritizing our workload, seeking feedback from our customers, and communicating with other departments within the company. Customer Support is made up of two main divisions, In-Game Support, which handles all appeals entered in game, and our Call Center, which handles technical and billing support via email and telephone.
The Customer Service Manager of Global Operations is responsible for the execution and delivery of a world-class global customer support operation. The CSM reports directly to the Director of Customer Services and advises, optimizes, and executes against his global support strategy. The CSM is responsible for the build-out, day-to-day management, and performance of the internal centre of excellence; a hundred+ agent support site located in Galway, Ireland. In addition, the CSM manages the outsourcing operations manager and supporting team.
Key Responsibilities
•Develop, execute, and optimize the ongoing strategy for global customer support operations including: Technical, Account/Billing, Web-chat, and In-Game support types for the product.
•Develop, execute, and optimize the operational processes for supporting self-service, email, web-based chat, in-product ticketing resolution, dispute moderation, and core TOS enforcement practices as outlined and introduced by the Director of Customer Services and Senior Management.
•Remain in tune with current operational best-practices across all contact centre practices within and without the industry, regularly testing, qualifying, and implementing operational process and policy.
•Ensure 100% compliance in executing the operational support against defined operational SLA’s.
•Facilitate the successful delivery of critical Customer Service SLA’s in coordination with Services, Fraud, and Technology.
•Coordination and cooperative facilitation of the Global Services group’s requirements to deliver supportive: Workforce Management, Knowledge Base development, Self-Service, and Training: including developing, defining, and consistent optimization of team policies and procedures.
•Develop, deliver, and manage the internal centre of excellence operations management, coach, and CSR’s from build-out to post-launch, working closely with HR to ensure compliance to any and all employee legal requirements.
•Develop, deliver, and manage the outsourced operations team: management and administrative support to ensure compliance, performance, and execution of expected SLA targets by 3rd Party BPOs.
•Analyze and optimize the operational workforce: capturing, building, and analyzing operational performance history to maximize positive customer experience, retention, and budget compliance.
•Facilitates continuous improvements through departmental projects in conjunction with Customer Service leadership team.
•Presents analysis, reporting and recommendations to the Director of Customer Services that provide appropriate input to the executive level decision making process. Utilizes reporting and metrics to manage organizational performance.
•Creates policies and procedures that ensure the highest quality of service to our customers while maintaining consistency with corporate objectives.
•Provides leadership to maximize human potential using best-practices in selection, hiring, training, goal setting, performance management, coaching, career-pathing, feedback, reward and recognition processes.
Collaborates with Senior Management on establishing customer retention strategies and continually monitor/modify strategies needed to meet retention goals for all channels.
•Acts as a champion for customer services to exceed in quality and response times while balancing company profitability goals.
•Establishes operating budgets and manage expenses within his scope of responsibility.
•Drives continuous improvement culture of ownership, Perform any other duties as assigned by the Customer Service Director.
Qualifications
•Degree, Masters, in Business Management, Project Management, or related discipline, or equivalent work experience is required.
•Minimum 5+ years of experience in directing services/operations in a dynamic, high volume call centre. Customer support management experience should include: development, implementation, and maintenance of large-scale programs with at least 5 years of experience in operational management and execution involving major development projects and programs and at least 3 years of experience managing a regional CS management office.
•Advanced experience in support center workforce management, training, knowledge base development, and BPO relationship management.
•3+ years experience in MMORPG online game support preferred.
•3+ years management experience in the entertainment or online industry preferred.
•Must have a sound understanding of contemporary IE and EU IT policy and practices, including Data Protection and Storage policy.
•International (outsourced) call center support and development implementation experience.
•Proven track record in managing personnel and related issues, which include hiring, training, productivity performance levels and development.
•Proven record of improving Customer Satisfaction and Client Satisfaction Scores through training and teamwork.
•Ability to build strong bonds with employees to foster open, honest and candid communication.
•Ability to multi-task and maintain organization in a fast paced, changing environment.
•Ability to manage change in an organization engineering its culture and approach to workload management.
•Metric driven and accountable for results.
•Excellent oral and written communication skills and strong stand-up presentation and training skills.
•Customer focused with solid relationship management skills with an ability to influence others.
•Proven success in managing cross-functional and multidisciplinary teams.
•Proven success in organizational planning and implementation.
•Expertise in MS Project, Excel, Visio and PowerPoint.
•Ability to travel, including International.
•Ability to relocate as necessary.
We’re EA—the world’s largest video game publisher. You’re probably familiar with many of our titles—Madden, FIFA, The Sims, Need for Speed, Dead Space, Battlefield, and Star Wars, to name but a few. But maybe you don’t know how we’re committed to creating games for every platform—from social to mobile to console—to give our consumers that Anytime, Anywhere access they demand. What does that mean for you? It means more opportunities to unleash your creative genius, be inspired by those leading their fields, and ignite your path in any direction you choose.
EA is dedicated in ensuring ultimate customer support & satisfaction. Customer Support representatives are the first point of contact for online players, with one common goal: To provide the best customer service possible, while still maintaining a fun, playable environment for everyone. We achieve our goals each month by dividing and prioritizing our workload, seeking feedback from our customers, and communicating with other departments within the company. Customer Support is made up of two main divisions, In-Game Support, which handles all appeals entered in game, and our Call Center, which handles technical and billing support via email and telephone.
The Customer Service Manager of Global Operations is responsible for the execution and delivery of a world-class global customer support operation. The CSM reports directly to the Director of Customer Services and advises, optimizes, and executes against his global support strategy. The CSM is responsible for the build-out, day-to-day management, and performance of the internal centre of excellence; a hundred+ agent support site located in Galway, Ireland. In addition, the CSM manages the outsourcing operations manager and supporting team.
Key Responsibilities
•Develop, execute, and optimize the ongoing strategy for global customer support operations including: Technical, Account/Billing, Web-chat, and In-Game support types for the product.
•Develop, execute, and optimize the operational processes for supporting self-service, email, web-based chat, in-product ticketing resolution, dispute moderation, and core TOS enforcement practices as outlined and introduced by the Director of Customer Services and Senior Management.
•Remain in tune with current operational best-practices across all contact centre practices within and without the industry, regularly testing, qualifying, and implementing operational process and policy.
•Ensure 100% compliance in executing the operational support against defined operational SLA’s.
•Facilitate the successful delivery of critical Customer Service SLA’s in coordination with Services, Fraud, and Technology.
•Coordination and cooperative facilitation of the Global Services group’s requirements to deliver supportive: Workforce Management, Knowledge Base development, Self-Service, and Training: including developing, defining, and consistent optimization of team policies and procedures.
•Develop, deliver, and manage the internal centre of excellence operations management, coach, and CSR’s from build-out to post-launch, working closely with HR to ensure compliance to any and all employee legal requirements.
•Develop, deliver, and manage the outsourced operations team: management and administrative support to ensure compliance, performance, and execution of expected SLA targets by 3rd Party BPOs.
•Analyze and optimize the operational workforce: capturing, building, and analyzing operational performance history to maximize positive customer experience, retention, and budget compliance.
•Facilitates continuous improvements through departmental projects in conjunction with Customer Service leadership team.
•Presents analysis, reporting and recommendations to the Director of Customer Services that provide appropriate input to the executive level decision making process. Utilizes reporting and metrics to manage organizational performance.
•Creates policies and procedures that ensure the highest quality of service to our customers while maintaining consistency with corporate objectives.
•Provides leadership to maximize human potential using best-practices in selection, hiring, training, goal setting, performance management, coaching, career-pathing, feedback, reward and recognition processes.
Collaborates with Senior Management on establishing customer retention strategies and continually monitor/modify strategies needed to meet retention goals for all channels.
•Acts as a champion for customer services to exceed in quality and response times while balancing company profitability goals.
•Establishes operating budgets and manage expenses within his scope of responsibility.
•Drives continuous improvement culture of ownership, Perform any other duties as assigned by the Customer Service Director.
Qualifications
•Degree, Masters, in Business Management, Project Management, or related discipline, or equivalent work experience is required.
•Minimum 5+ years of experience in directing services/operations in a dynamic, high volume call centre. Customer support management experience should include: development, implementation, and maintenance of large-scale programs with at least 5 years of experience in operational management and execution involving major development projects and programs and at least 3 years of experience managing a regional CS management office.
•Advanced experience in support center workforce management, training, knowledge base development, and BPO relationship management.
•3+ years experience in MMORPG online game support preferred.
•3+ years management experience in the entertainment or online industry preferred.
•Must have a sound understanding of contemporary IE and EU IT policy and practices, including Data Protection and Storage policy.
•International (outsourced) call center support and development implementation experience.
•Proven track record in managing personnel and related issues, which include hiring, training, productivity performance levels and development.
•Proven record of improving Customer Satisfaction and Client Satisfaction Scores through training and teamwork.
•Ability to build strong bonds with employees to foster open, honest and candid communication.
•Ability to multi-task and maintain organization in a fast paced, changing environment.
•Ability to manage change in an organization engineering its culture and approach to workload management.
•Metric driven and accountable for results.
•Excellent oral and written communication skills and strong stand-up presentation and training skills.
•Customer focused with solid relationship management skills with an ability to influence others.
•Proven success in managing cross-functional and multidisciplinary teams.
•Proven success in organizational planning and implementation.
•Expertise in MS Project, Excel, Visio and PowerPoint.
•Ability to travel, including International.
•Ability to relocate as necessary.