Sr Self-Service Channel Manager

Job Description

Sr Self-Service Channel Manager

We're hiring a Sr Channel Manager for the In-Game Self-Service team. This role is responsible for driving strategy within our existing self-service capabilities across web, in-game, and in-destination help experience and contributing to overall business strategy for Fan Care. As a part of this role, you will be responsible for leading teams that define, implement, and optimize end-to-end self-service experiences such as FAQs, tools, bots, and automations and you will collaborate with leaders across the Fan Care organization and our Studio teams to define, improve and transform the fan experience. This role will define self-service goals for the number of fans helped, lead teams executing against those goals, and drive delivery of the experience roadmap for self-service across web, in-game, and in-destination help spaces.

This role is part of EA's Fan Care organization. EA's Fan Care organization exists to help our fans get the most fun from their games. From onboarding new players to getting them back in the game when they have issues, we support fans across their EA experiences and keep them safe online. We value people who bring new ideas and perspectives to make Fan Care a great place to be and be from. We celebrate diversity and inclusion. It's just as important for us to create great experiences for our people as for our players. We're looking for people who will show up excited to work and ready for fun.

Primary responsibilities
• Lead in-game self-service teams responsible for multiple sites and experiences.
• Guide self-service teams through continuous improvement, roadmap development, and planning cycles.
• Look for opportunities to improve the in-game self-service experience and prepare for future business growth.
• Work with key stakeholders to implement strategies for new capabilities and define, set and track KPIs for success.
• Set the vision, communicate, and execute the strategic plan for self-service experiences and hold your team accountable to deliver results.
• Help to create and implement operating and governance models for self-service tools, experiences, and content management.
• Present analysis, report on KPIs, and suggest improvements for the self-service experience.
• Coach and develop team members by accurately assessing their strengths and development needs, giving timely and specific feedback, and partnering with direct reports to optimize performance of their teams.
• Manage team and team members' annual objectives, assess specific learning and development needs, and understand career development opportunities.

Additional responsibilities
• Provide operational leadership and influence through continuous improvement, industry benchmarking, and KPI management.
• Present analysis and make recommendations; use expertise and lessons learned to influence related strategies.
• Drive a culture of continuous improvement through process development and calibration, as well as establishing and maintaining a high performing team where new ideas and solutions are encouraged, evaluated, quantified, and implemented.

Skills and Experience
• 3+ years experience leading strategies for digital or customer support experiences.
• 1+ year of experience managing people, preferably in global, hybrid working environments.
• Proven success in leading and influencing cross-functional teams.
• Knowledge of platforms, APIs, trends, and innovations in the self service space.
• Knowledge of best practices and benchmarks in the customer support industry.
• Strong research skills, with the ability to transform insights and data into actionable steps.
• Proven success in leading transformational change in diverse operating environments and encouraging staff to view change positively.
• A strong sense of personal integrity, and desire to contribute to a culture that values diversity in the workplace.
• Demonstrated experience leading by example and motivating teams and individuals to a high level of achievement and to reach their full potential.

US COMPENSATION AND BENEFITS

The base salary ranges listed below are for the defined geographic market pay zones in these states. If you reside outside of these locations, a recruiter will advise on the base salary range and benefits for your specific location.

EA has listed the base salary ranges it in good faith expects to pay applicants for this role in the locations listed, as of the time of this posting. Salary offered will be determined based on numerous relevant business and candidate factors including, for example, education, qualifications, certifications, experience, skills, geographic location, and business or organizational needs.

BASE SALARY RANGES
• California (depending on location e.g. Los Angeles vs. Sacramento):
º $122,400 - $176,300 USD Annually
• New York (depending on location e.g. Manhattan vs. Buffalo):
º $115,700 - $176,300 USD Annually
• Jersey City, NJ :
º $142,000 - $176,300 USD Annually
• Colorado (depending on location e.g. Denver vs. Colorado Springs):
º $131,000 - $174,800 USD Annually
• Washington (depending on location e.g. Seattle vs. Spokane):
º $115,700 - $163,100 USD Annually

Base salary is just one part of the overall compensation at EA. We also offer a package of benefits including paid time off (3 weeks per year to start), 80 hours per year of sick time, 16 paid company holidays per year, 10 weeks paid time off to bond with baby, medical/dental/vision insurance, life insurance, disability insurance, and 401(k) to regular full-time employees. Certain roles may also be eligible for bonus and equity.

Jobcode: Reference SBJ-gqj0n9-13-59-248-108-42 in your application.