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Product Director, Live Fan Care & VIP Engagement

Product Director, Live Fan Care & VIP Engagement , EA Worldwide Customer Experience

You’re the Product Director for Live Fan Care & VIP Engagement.

You are part of EA’s Customer Experience (CE) organization that strives to make EA known for taking care of players.

You innovate and own the product approach to improve live and VIP fan experiences.

You’re known for being a collaborative thought leader who seeks out diverse and varied viewpoints. You work hard to understand how things work today, current and emerging fan and stakeholder needs, and industry trends, and balance long-term strategy with short-term needs. You bring people along in designing the future.

You’re an expert product manager and have a history of bringing products to market efficiently and effectively. You empower your teams and your peers to achieve their goals.

You will develop a product strategy to deliver live and VIP fan experiences using user centered design in partnership with the experience design team to define and lead the development of the multiyear roadmap.

You own the product strategy and roadmap - you are responsible for aligning it to the long-term vision, accurately projecting resource requirements, leading a team of mixed discipline contributors to execute to plan, leading experiments, tradeoff negotiations, and pivots. You will be the steward of the story of the work and help others understand when/why we evolve, commit and invest, or stop investing.

You work closely with live and VIP service delivery and operations leadership, service design, technical teams (config, architecture, developers, IT leadership, vendors and more) and other Customer Experience product teams.

A typical day in the life of the Principal Product Manager:

• Collaborating with stakeholders, leadership, partner teams, vendors and your team to align on product strategy, budget and desired outcomes
• Constantly communicating up, down, and sideways to keep people aligned and informed
• Researching, sharing and applying customer experience and gaming trends
• Creating and communicating product portfolio vision, roadmaps, features, user stories, and acceptance criteria for a suite of products
• Defining and documenting business requirements, success criteria, progress, and business KPIs
• Managing product development by leading cross-functional teams of architects, developers and product managers
• Understanding product line use cases and how changes impact fans, the Customer Experience organization, Studios, or EA
• Measuring the health of your products and reporting on progress and metrics in a compelling and digestible format
• Gathering and applying feedback to improve products and roadmap
• Managing a team of people with human and technical needs

You need to be known for:

• Being a great problem solver - You are analytical, have an attention to detail, a critical thinker and use a logical approach to solving problems.
• Excellent communication - You prioritize communication and work hard to ensure people know what’s going on, what’s changing, and what the future holds. You are great at written and verbal communication and can articulate complex issues. You have good executive presence and are able to facilitate meetings with your team and other stakeholders. You are able to communicate to influence others and motivate action.
• Successfully managing a complete product lifecycle (ideation, roadmaps, overseeing development, future releases, deprecation, etc.)
• Strong project management skills - you understand many approaches and lead project managers to support your teams effectively
• Strong business analysis skills - You are great at gathering, documenting, analyzing, defining and managing business requirements. You can articulate current state vs. future state and the gaps between the two. You can identify the root cause of issues and identify impacts of changes.
• Your leadership - You are good at leading complex cross-functional teams. You are strong in change management and influencing others. If you are managing a team of product managers, you are strong in people development.

You’ll love your job THE MOST if you:

• Have 7-12 years of relevant experience in a Product Management role
• Like working, and winning, with a broad team
• Enjoy creating and testing innovative products to foster new and better experiences
• Are comfortable managing products from ideation through development to execution and going into detailed tactics and up to strategy
• Are a confident, creative communicator who likes to share information, gather data, or influence your audiences
• Thrive in fast-paced, dynamic environments

You’ll feel pretty bummed about this job if you:

• are okay with limiting innovation due to resources or time
• like managing a program or project with tasks and assignments
• like working on your own rather than collaborating with a team to accomplish a task
• dislike rapid pace or constant changes in their work environment
• aren’t comfortable communicating what you’re doing constantly and broadly