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Sr. Manager, Command Center Operations

#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. Do you want a job that inspires you, while giving you room to enjoy your life? And we want to give you that. We celebrate diversity and inclusion by creating a place where you can come to work and be yourself.

You will be a 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.

And we want you to join us. We’re hiring a Sr. Manager of Player Experience Command Center

ROLE OVERVIEW

Reporting to the Director of Service Continuity, the Senior Manager of Player Experience Command Center manages the end-to-end problem management process, mitigating crisis and incident management. Focusing both reactively on issue resolution, and on the prevention of problems in the future. You will provide leadership and strategic direction to the Player Experience Command Center function.

The Sr. Manager of the Player Experience Command Center plays an important role in helping us maintain service continuity for our players. If you are right person for this role you will be ready to embrace our culture and enhance our performance. You will have broad experience solving complex problems, strategic planning, partnering, and helping team members grow.

You will work quickly and collaboratively to identify and assess the impact of essential player issues. They will coordinate efforts across CE, the broader EA organization, and our outsourcing partner to resolve or improve those issues while managing internal communications and updates with our players.

Responsibilities include:

• Lead the development of our business continuity goal to create agile contingency plans that make sure staffing remains as constant as possible in the event of an emergency.
• Use insights from problem / incident / crisis management to improve EA customer care.
• Develop the strategy for the Player Experience Command Center.

So how does the Senior Manager of Player Experience Command Center (PXCC) make great experiences for players? They:

• Provide leadership to a global team of multiple roles within the analyst, incident and continuous improvement areas across multiple sites.
• Oversee successful development of success measures of the function, management of matrices to support success measures.
• Maintain an awareness of the latest industry tools to ensure that EA is using cutting-edge technology.
• Play a central role with the wider Service Delivery Operations leadership team in forward planning and strategy development for the operations.

If you’re interested, you’ll need these essential skills or experiences:

• 2+ years management experience
• Minimum ITIL certification or equivalent at foundation level
• 2 years minimum Business Continuity and Crisis Management experience
• Experience in complex organization and in a contact center environment
• Minimum of 10 years of people management experience
• Minimum of 5 years’ experience in the contact center business
• Bachelor’s or advanced degree preferred
• Experience implementing the strategy for a department
• Success in leading transformational change in a diverse operating environment
• Experience leading by example and motivating teams and individuals to a high level of achievement and to reach their full potential
• Commercially astute with contract management expertise
• Strong operational management capability – experience meeting essential performance targets
• Experience leading global teams with varying work hours and locations

Additional Information

• This role will require some domestic and international travel
• PXCC is an essential function and will require outside of business hours may require shift work including evenings, weekends, holidays