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Director, Training (Customer Experience)

Director, Training

Electronic Arts

Austin, TX

#WeAreEA and we exist to inspire the world to play. EA values creativity, pioneering, passion, determination, learning, and teamwork. We mean things like acting with curiosity, speaking up with original ideas, and committing to each other as one team.

We're looking for all the best kinds of people to make great experiences for our players. The best people want a job that inspires them while giving them room to enjoy their lives. And we want to give them that. We celebrate diversity and inclusion by creating a place where you can come to work and be yourself.

And we want you to join us. We're hiring a Director of Training.

You'll be part of EA's Customer Experience organization. The Customer Experience organization exists to help the world play.

We believe great employee experiences drive great player experiences. You'll be part of the Communications and Employee Enablement team and report to the Senior Director of CEE.

Your primary role is to train our employees - starting with EA game advisors - so they can help our players.

You'll help the customer experience team have great experiences with EA so they can help players have great experiences with EA. You will:

• Manage a team of senior global trainers and a training manager
• Establish an advisor-focused, no-limits mindset for the training team members
• Lead training innovation and creation of a training roadmap
• Partner across the extended leadership team to create trainings and a schedule that align with priorities and contact drivers
• Evolve training reporting and assessment correlation to job performance
• Develop a process to identify knowledge gaps and deploy training
• Prioritize resources in a live service environment

You'll need these skills and experiences:

• Experience leading strategy and training in a call center or insides sales environment
• A passion for managing and coaching trainers - you're as comfortable giving feedback on instructional designers as you are getting in a room and helping a facilitator take their delivery to the next level
• Experience working with and advising leaders on development strategies
• Great written, verbal, and visual communication skills
• Knowledge of adult learning philosophies and frameworks
• Flexibility and adaptability