Electronic Arts, Inc Multi-Lingual Deputy Manager of Operations in Galway, Ireland

#WeAreEAand 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 celebratediversity and inclusionby creating a place where you can come to work and be yourself.

We want you to join us! We’re hiring aMultilingualDeputy Manager of Operations.

This role is part of EA’s Customer Experience organization, which is making EA known for taking care of its players. We’re players helping players, people helping people – whenever, wherever, and however they need us. This role reports to the Director of Player Services and Support. We are seeking an innovative and forward-looking Deputy Manager of Operations. This person will embody creative thinking as they help manage a diverse group of multilingual game advisors and team managers. They will be results oriented, self-aware, and passionate about joining a global operations team.

The right candidate for this role will be a powerful agent of change, embrace and enhance our culture, and elevate our business performance. They will have proven experience in managing multicultural teams, realizing the full potential of teams, solving complex problems, strategic planning, and partnering with and influencing stakeholders.

So how does the Multilingual Deputy Manager of Operations make great experiences for players? They:

  • lead the operational delivery, development, and management of multiple diverse, multilingual front-line teams including all aspects of people management - hiring, training, resource allocation, job design, people development, and performance management that creates a high-performance environment

  • provide direction and constructive challenges to all team managers, motivating and inspiring them to work together and drive team performance in a cohesive way

  • drive performance and operational excellence at all times by consulting with internal departments on continuous improvements

  • oversee and implement strategic initiatives across the organization to improve the player experience

  • make sure that resources are allocated, deployed, and managed across all service areas to respond effectively to the needs of EA players

  • consult and manage operations during peak season or other business critical occasions so that we scale up to meet demand

  • represent the Director in their absence including attending and chairing meetings on their behalf

  • keep ahead of industry developments to make sure EA Customer Experience is the front runner when it comes to customer service best practises.

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

  • 5 or more years’ experience managing the operations in a contact centre

  • intuitive and proven people management skills

  • passion about delivering first-class customer service

  • a proven track record of setting ambitious targets and delivering high performance

  • to thrive in fast-paced environments with frequent updates (or curveballs, because what company doesn’t throw a few of those?)

  • exceptional communication skills in English with fluency in a second language: either French, German, Italian or Portuguese

  • experience implementing customer strategy and/or design with evidence of delivering customer experience improvements

  • proven project management, change management, problem solving, and relationship building skills

  • experience with journey mapping or root cause analysis and the ability to solve complex problems

Compensation and BenefitsWe offer a highly competitive base salary and benefits package including but not exclusive to; bonus, shares, pension, life assurance, long term disability protection, and games.

At this location, we offer benefits like… competitive base salary and benefits package including but not exclusive to; bonus, shares, pension, life assurance, long term disability protection. Other cool perks include free ice cream and free games!

EA 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 or veteran status. We will also consider for employment qualified applicants with criminal records in accordance with applicable law.