Electronic Arts, Inc Sr. Manager, Player Experience, Europe 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.
And we want you to join us. We’re hiring a Senior Player Experience Manager, Europe.
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.
The Senior Player Experience Manager, Europe is accountable for the global, day-to-day operational performance from our player's perspective across the European region. Their mission is to constantly measure player engagement and improve the player experience based on that data. They’ll partner with other leaders across the Customer Experience organization to improve quality from the beginning of the player experience to the end.
This role works with multiple global teams including Operations, Insights, Partners, and Programs. A typical day might see this person analyzing performance KPIs to increase the effectiveness of the Operations teams, as well as meeting with cross-functional teams to drive process improvements and key player experience programs.
So how does the Sr. Player Experience Manager, Europe make great experiences for players? They:
manage operational performance, in support of the player experience across Europe
drive weekly operational excellence meetings (focused on player experience), identify gaps, drive the actions to improve performance, and work cross-functionally to correct issues
provide context around global issues to senior management to make sure we accurately prioritize player experience initiatives
analyze performance data, and use third-party and industry best practices to inform the organizational strategy for player engagement
consult with the Service Delivery team to improve performance, making it easy for players to find our solutions
engage with teams in the Global Publishing Organization regarding forecasts, regional shifts, growth, and expansion plans
are a confident communicator who likes to present and can share information in a way that their audience can easily understand it.
If you’re interested in this role, you’ll need these skills or experiences:
6 or more years of experience leading operations teams or improvement initiatives tied to customer experience organizations
time spent managing and optimizing operational teams and/or processes, with a proven track record for driving operational and financial results
experience working in a contact center environment and a passion for great customer service
to work well in a fast-paced environment with frequent updates (or curveballs, because what company doesn’t throw a few of those?)
to pay attention to details and think creatively about problems and how to solve them
a team-oriented operating style with effective interpersonal skills that allow successful business interactions with individuals of a variety of work styles, personalities, and career levels
a bachelor’s or master’s degree in a financial or business management related field.