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Process Lead, EA Customer Experience

Process Lead, EA Customer Experience

We’re hiring a Process Lead to join EA’s Worldwide Customer Experience (WWCE) organization.

WWCE exists to help the world play. We support players across the globe in 13+ languages and value employees that will bring new ideas to help make WWCE a great place to be and be from. We celebrate diversity and inclusion and aim to create great experiences for our employees as often as our players. We're looking for people who come to the office or Zoom meeting excited to work and ready for some fun.

As a Process Lead, you report to the Advisor Process Manager and are part of the larger Communications and Employee Enablement team.

You’re passionate about making the advisor experience better because it affects the player experience. EA Game Advisors use procedures, process behaviors, and policies when players contact us for help. And we’re on a quest to make that documentation better than ever. You get excited to dig into data and historical issues to find gaps. You enjoy partnering with other teams and advocating for the info or access game advisors need. You love making strategic recommendations and are comfortable talking to all levels of EA employees about the how and why behind our team’s work and strategy.

You’ll lead a team of Process Specialists to implement our process strategy and projects and to create processes that are clear, consistent, effective, and efficient. You partner with the process management team to implement the process improvement strategy, lead data gathering and reporting, educate the team on best practices, identify new ideas and collaboration efforts, prioritize requests, and work with stakeholders to advocate, influence, consult and make process recommendations.

Responsibilities:

• you implement the Process team strategy. You focus on creating and implementing processes that are clear, consistent, effective, and efficient
• you partner with the process management team to determine the process improvement roadmap
• you lead prioritization for your team and prioritize process requests based on impact analysis, short- and long-term gains while keeping in mind our goals
• you align the Process team’s strategy, campaigns, and activities with our CE priorities, CEE goals, and brand
• you manage a team of Process Specialists who support and implement the process team strategy, and projects
• you partner with leaders across EA and CE, leading by influence, consulting, and making recommendations on advisor process and engagement
• you attend meetings to hear what new player changes are coming up so you can recommend if we need a new process and how best to approach it
• you advocate for advisors and empathize with the job they do every day to solve player issues
• you identify ways to incorporate new ideas, approaches, and knowledge into daily and long-term tasks
• you analyze advisor processes to understand if they are working (or not)
• you educate your team on how to write and edit process articles that give EA game advisors the right info to help players when they contact us
• you work with your team to document advisor processes end-to-end, seeing how it impacts the player, the advisor, and the business
• you partner with our Insights and Ops teams to gather data and measure process changes and the impact on our goals
• you lead reporting efforts for the Process team. You use tools and creative solutions to measure the effectiveness of the team’s work, the impact it has and report it in an intentional way so it shapes future activities
• you engage with your work and are an advocate for the Comms and EE team’s strategy, campaigns, and brand
• you seek opportunities to collaborate both inside and outside of the team, working with influencers to effect change in projects and throughout the organization.

Qualifications:

• you have 4+ years' experience in process design or process management
• you have 4+ years' experience in people management
• you have lean Six Sigma Green Belt certification
• you have experience mapping and writing processes
• you have experience working with technical content
• you have experience working with Tableau and performing deep dives
• you have a bachelor’s degree or graduate degree in a related field

About EA

At Electronic Arts, we exist to Inspire the World to Play. We create extraordinary new game experiences for our millions of players everywhere by bringing together talented people that combine creativity, innovation, and passion. We know that our strength lies in the diversity of our people. We immerse our employees into an inclusive culture, and provide opportunities for learning and leading that allow them to do the most impactful and rewarding work of their careers.

We put our people first. We provide comprehensive benefit packages with a focus on health and wellbeing to support your needs and help you balance your career and personal life. We provide access to dynamic and collaborative work environments, opportunities to connect and contribute through our Employee Resource Groups, and support for a balanced life with paid time off and maternity and paternity leave, plus free video games and so much more!

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. Electronic Arts also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.