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People Programs Lead

#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 Service Delivery Management Lead.

This person leads efforts to improve how Service Delivery manages people and work. They report to the Senior Director of Service Delivery and Transformation. The Service Delivery Management Lead is responsible for establishing and maintaining processes and resources that empower Service Delivery managers to lead teams and effectively drive operational performance.

This role is part of EA’s Customer Experience organization. The Customer Experience organization strives to make EA known for taking care of its players. We’re players taking care of players and people talking to people – whenever, wherever, and however they need us.

A Service Delivery Management Lead will have a great understanding of the Service Delivery employee experience for Advisors and Team Managers to drive more consistency, empowerment and enablement.

So how does the Service Delivery Management Lead make great experiences for players? They:

• conduct Advisor and TM roundtables to understand pain points and prioritize people initiatives
• track all people initiatives within Service Delivery
• act as a SME for implementation of large scale change
• develop requirements and drive TM development
• develop requirements and drive the implementation of improved tools and resources for Team Managers
• create a TM onboarding process and maintain associated documentation
• define content priorities for Global AFK All-Hands meeting on a monthly basis
• develop, implement and maintain visual management across captive sites
• collaborate with LEAP and HR to coordinate advisor development opportunities
• drive accountable with the appropriate owners for workflows that support Team Managers

If this role is for you, then you are:

• a listener – people talk to you and you always have a pulse of the what people are experiencing and how they are feeling about a variety of topics
• an advocate – you naturally work on the behalf of others with a passion to make things better
• entrepreneurial – a self-directed and motivated person that’s able to personally jump in, roll up their sleeves, and execute
• a team player – a leader that encourages team collaboration, works well with peers, promotes enthusiasm, leverages the power of influence, and builds relationships
• an Ops expert – you know what it’s like to be a TM in WWCE so you can naturally prioritize the right initiatives, escalate the right issues and drive the most impactful change
• efficient – highly resourceful, organized, and evaluates everything to implement ways of doing things better

If you’re interested in this role, you’ll need these skills or experiences:

• 7 or more years of experience managing and leading others
• 3 or more years of experience in EA WWCE with strong knowledge of operations
• Experience developing new processes and leading change management initiatives
• Experienced in tracking and documenting multiple initiatives at a time
• Excellent verbal and written communication skills, and the ability to interact professionally with a diverse group of staff and senior management
• Develop strong interpersonal relationships and maintain positive working relationships over time
• Proven ability to use influence to drive cross-functional results