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Project Manager
at BioWare
BioWare Ireland
The Project Manager is part of the Project Management Office (PMO), responsible for the successful management of multiple, diverse and geographically dispersed projects within the BioWare Ireland (BWI) Customer Services group. The Project Manager will lead multi-disciplinary projects through the game support lifecycles according to our production processes. This position will assist in managing the project side of game support, meeting the planned schedules, defined feature sets, and resource constraints to deliver a high-quality support of the game to market. The Project Manager reports to thePMO Lead. The Project Manager is located at our Centre of Excellence in Galway, Ireland and works closely with the core Customer Services team, implementing the vision, scope, creative direction, feature set and quality levels expected in our support product as defined by the studio. The Project Manager should have a deep understanding of contact centre industry practices and procedure and preferably would have exposure to fraud related disciplines. Knowledge of the MMORPG industry will be looked on favorably. In addition to project management, the PMO will work closely with our Business Analysis group to define tactical change initiatives based on analytical outputs.
Company Overview:
The BioWare Label is a division of EA which crafts high quality multiplatform role-playing, MMO and strategy games, focused on emotionally engaging, rich stories with unforgettable characters and vast worlds to discover. Since 1995, BioWare has created some of the world's most critically acclaimed titles and franchises, including Baldur's Gate, Neverwinter Nights, Star Wars: Knights of the Old Republic, Jade Empire, Mass Effect and Dragon Age. BioWare currently operates in eight locations across the world, including Edmonton (Alberta, Canada), Montreal (Quebec, Canada), Austin (Texas), Fairfax (Virginia), San Francisco (California), Los Angeles (California), Sacramento (California) and Galway (Ireland).
In 2008, BioWare was acquired by Electronic Arts, a leading global interactive entertainment publisher. In 2011 EA created the BioWare Label, alongside EA Games, EA SPORTS and EA Play. For more information on BioWare, visit www.bioware.com, or follow us on Twitter at www.twitter.com/bioware. To join the millions of fans already registered with the BioWare community, go to http://social.bioware.com.
Duties & Responsibilities:
• Understand and master the company customer services strategy and vision and champion these across the business units.
• Build, develop, and manage the project plans for the CS team. This includes working closely with the leaders of Operations, Services, and Risk Prevention to meet and identify their various program requirements, timetables, resources, interdependencies, and tasks.
• As part of the PMO, own the BWI CS project plan, methodology, tools and overall product.
• Manage multiple simultaneous projects from initiation through to completion
• Manage communication of goals and objectives, status and progress of project to management and to the team.
• Documents, communicates and administers key project management processes, as required by the PMO, within the project team and across the company. Coach others on project management processes and best practices.
• Risk Management - Identify, analyze, prioritize, mitigate and communicate project risks.
• Responsible for the creation of project management documents including status reports, project plans, communications plans, post-mortems and compiling historical information.
• Stays current and is conversant with PM industry standards - educates & shares with other PMO and departmental members. Analyze applicability of new standards and implement when it makes sense.
• Ensure 100% compliance in executing the operational support against defined operational SLA’s.
• Work with the PMO to present analysis, reporting and recommendations to the Senior Manager of Support Services and the wider management team, that provide appropriate input to the executive level decision making process. Utilizes reporting and metrics to manage organizational performance.
• Manage communication with business leaders through frequent project team meetings and steering committees on the progress of the implementation efforts and to drive project issue resolution.
• The PMO will collaborate 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.
• Perform any other duties as assigned by the PMO Lead.
Skills & Qualifications:
Essential
• Minimum 5+ years experience in project management including: the development, implementation, and maintenance of large-scale programs with at least 3 years of experience in operational management and execution involving major development projects and programs.
• Project Management qualification or proven industry experience.
• Third level qualification, in Business Management, Project Management, or related discipline, or equivalent work experience is required.
• Advanced experience in support centre workforce management, training, knowledge base development, and BPO relationship management a plus.
Desirable
• Experience in MMORPG online game support preferred.
• Strong management experience in the entertainment or online industry preferred.
• 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.
Person Specification:
• Integrity, honesty, humility, and confidentiality traits required.
• Although game industry experience is not essential, knowledge and passion for the video game market should be clear and evident.
• Analytically minded with financial budgeting experience and reports-driven.
• 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.
Compensation:
BioWare Ireland offer a highly competitive base salary and benefits package including but not exclusive to; bonus, shares, pension, life assurance, long term disability protection, out of country relocation and games.
Please note:
This role will have some travel requirements
Company Overview:
The BioWare Label is a division of EA which crafts high quality multiplatform role-playing, MMO and strategy games, focused on emotionally engaging, rich stories with unforgettable characters and vast worlds to discover. Since 1995, BioWare has created some of the world's most critically acclaimed titles and franchises, including Baldur's Gate, Neverwinter Nights, Star Wars: Knights of the Old Republic, Jade Empire, Mass Effect and Dragon Age. BioWare currently operates in eight locations across the world, including Edmonton (Alberta, Canada), Montreal (Quebec, Canada), Austin (Texas), Fairfax (Virginia), San Francisco (California), Los Angeles (California), Sacramento (California) and Galway (Ireland).
In 2008, BioWare was acquired by Electronic Arts, a leading global interactive entertainment publisher. In 2011 EA created the BioWare Label, alongside EA Games, EA SPORTS and EA Play. For more information on BioWare, visit www.bioware.com, or follow us on Twitter at www.twitter.com/bioware. To join the millions of fans already registered with the BioWare community, go to http://social.bioware.com.
Duties & Responsibilities:
• Understand and master the company customer services strategy and vision and champion these across the business units.
• Build, develop, and manage the project plans for the CS team. This includes working closely with the leaders of Operations, Services, and Risk Prevention to meet and identify their various program requirements, timetables, resources, interdependencies, and tasks.
• As part of the PMO, own the BWI CS project plan, methodology, tools and overall product.
• Manage multiple simultaneous projects from initiation through to completion
• Manage communication of goals and objectives, status and progress of project to management and to the team.
• Documents, communicates and administers key project management processes, as required by the PMO, within the project team and across the company. Coach others on project management processes and best practices.
• Risk Management - Identify, analyze, prioritize, mitigate and communicate project risks.
• Responsible for the creation of project management documents including status reports, project plans, communications plans, post-mortems and compiling historical information.
• Stays current and is conversant with PM industry standards - educates & shares with other PMO and departmental members. Analyze applicability of new standards and implement when it makes sense.
• Ensure 100% compliance in executing the operational support against defined operational SLA’s.
• Work with the PMO to present analysis, reporting and recommendations to the Senior Manager of Support Services and the wider management team, that provide appropriate input to the executive level decision making process. Utilizes reporting and metrics to manage organizational performance.
• Manage communication with business leaders through frequent project team meetings and steering committees on the progress of the implementation efforts and to drive project issue resolution.
• The PMO will collaborate 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.
• Perform any other duties as assigned by the PMO Lead.
Skills & Qualifications:
Essential
• Minimum 5+ years experience in project management including: the development, implementation, and maintenance of large-scale programs with at least 3 years of experience in operational management and execution involving major development projects and programs.
• Project Management qualification or proven industry experience.
• Third level qualification, in Business Management, Project Management, or related discipline, or equivalent work experience is required.
• Advanced experience in support centre workforce management, training, knowledge base development, and BPO relationship management a plus.
Desirable
• Experience in MMORPG online game support preferred.
• Strong management experience in the entertainment or online industry preferred.
• 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.
Person Specification:
• Integrity, honesty, humility, and confidentiality traits required.
• Although game industry experience is not essential, knowledge and passion for the video game market should be clear and evident.
• Analytically minded with financial budgeting experience and reports-driven.
• 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.
Compensation:
BioWare Ireland offer a highly competitive base salary and benefits package including but not exclusive to; bonus, shares, pension, life assurance, long term disability protection, out of country relocation and games.
Please note:
This role will have some travel requirements