Sr. Manager, Escalations

Electronic Arts
8 days ago


Sr. Manager, Escalations

#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 Sr. Manager, Escalations .

This person manages top tier escalations and consultation for advisors. They report to the Director of Service Delivery Continuity . The Sr. Manager, Escalations is responsible for customer win backs, supporting advisor FCR, championing change improvement and for reducing the rate of escalations by using customer insights to drive improvements for EA customer care. The Sr. Manager, Escalations will lead two functional areas to meet these objectives.

Our Executive and Customer Relations Team is a high-performance global team responsible for resolving escalations from EA executives, game studios, live channels, the Better Business Bureau and other independent and governmental boards.

Our Consultant team is a highly skilled team, responsible for providing live support to our Tier 1 advisors Globally to enable advisors to resolve a contact at first point of contact, in addition to having ownership in providing feedback to our enablement teams to enhance the advisor capability.

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.

So how does the Sr. Manager, Escalations make great experiences for players? They:

If this role is for you, then you are:

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

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