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Director, Game Creation Experience - IT

We are EA

And we make games – how cool is that? In fact, we entertain millions of people across the globe with the most amazing and immersive interactive software in the industry. But making games is challenging. That’s why we employ the most creative, passionate people in the industry.

The Challenge Ahead:

You'll report to the Sr. Director of Application and help manage successful adoption and value realization of IT products that provides the best developer experience in the gaming industry to EA creators. You will accomplish this by providing 'lead-by-example' technical leadership to a global team for introduction, adoption and continuous feature additions of IT products. You will create and achieve automation-based friction-free IT usage experiences to EA game creators. You will play an important leadership role in the IT Game Creation product management team in defining and launching new IT Products that improve developer experience. You will build deep relationships with key game teams to align EA IT Products to evolving user requirements. You will foster a culture of delivering the best IT usage experience introducing and applying new capabilities in automations, AI/ML, chatbots etc.

What does a GCE Services Director do at EA?

You will ensure that Game creation products are performing at scale, and product usage experience (user requests, platform maintenance, feature additions etc.) are delivered. You will manage a global team of, user-focused and technically accomplished customer success engineers-both full-time and contracted- in delivering product usage experience services to GCE products.

Key Responsibilities:

Establish a vision and roadmap of GCE product adoption by EA Studios with measurable Indicators including

• Build the right adoption strategy
• Promote change through automated training sessions, scenario planning etc.
• Feature rationalization with legacy products
• Changeover management
• User adoption planning, execution and tracking

Provide outstanding, measurable friction-free IT usage experiences for GCE Products including:

• Establish and improve usage experience Indicators for each GCE Product
• Automated AI/ML-based help request management through Slack
• Responsive ‘white-glove’ help request delivery through a global team of Customer Success Engineers
• Monitor and reduce usage friction and improve Product usage experience
• Research and introduce new automation technologies to improve product usage experience and reduce friction.
• Lead the definition and development of Service level agreements and Indicators to promote and achieve desired behaviors. Track, record and report the effectiveness of the Service level agreements and Indicators towards the accomplishments
• Implement and analyze periodic customer satisfaction surveys to find insights

As part of the Product Leadership group, shape the GCE Product portfolio:

• Promote new product ideas based on user feedback and studio relationships for GCE
• Rapidly define and deploy adoption of new product features using microservices frameworks, cloud technologies and DevOps frameworks for relevant GCE products
• Adopt and enhance DevOps frameworks in collaboration with GCE Engineering teams for new feature introduction and new product introduction
• Improve GCE Product lifecycle frameworks in EA for and effectiveness
• Perform decommission of legacy products through the adoption management process
• Establish and deploy product costing models that inform product performance and Return on investment

Develop a structured platform management process of all platforms that host GCE products through

• Automated platform administration
• Monitor and remediation of platform performance, stability, health and reliability
• Continued supportability of platforms through automated platform upgrades with no user impact
• Definition and implementation of metrics that that inform platform health, stability, performance and reliability from a user perspective
• Report platform effectiveness for achieving product and business goals
• Guide next steps with measurable outcomes for improvement of IT operational effectiveness
• Create and publish contractual (license/subscription), security, PII and other legal compliance dashboard(s)
• Improve platform costs based on usage and periodic subscription/renewal true ups
• Build and report automated product costing models based on usage.
• Work with your partners and third-party service partners to create and implement metrics and processes to report and enforce platform vendor performance

Build a global, customer-focused team of global GCE Product support team

• Continue to evolve the scope of services to be delivered by the GCE Product support team
• Create roles and resources globally are hired to ensure GCE Product support services are delivered
• Motivate and help career progression for all team members
• Inculcate and promote' a ‘automation-first’ approach and team-wide adoption of DevOps
• Ensure every team member feels valued, enjoys his work and is committed in delivering the best possible IT product usage experience

The next great GCE Services Director needs:

• Domain 'lead-by-example' expertise in at least one GCE Product (Jira/Confluence, Source Code Management)
• Hands-on experience in AWS/Azure platforms with an understanding of container technologies (Docker, Kubernetes etc.)
• Familiarity with DevOps models and tools and Agile methodologies
• Exposure to microservices and associated frameworks
• Exposure to at least 1 development frameworks (.Net, J2EE, Sprint etc.)

Communication and Leadership

• Lead and motivate global teams in multiple locations
• Experience managing hybrid teams of employees and contract resources
• Experience defining future state vision and build roadmaps in delivering this vision
• Operate in a Matrix organization
• Work with different levels of the organization from Senior Management to technical team members
• Experience working with 3rd party service providers

Education/Experience:

• BS in Computer Science
• 10+ years of experience leading global IT Product Support teams that are Cloud-hosted and delivering live support services

Exposure to entertainment content development processes preferred