Product Manager - Live Fan Care and Vip

Job Description

Product Manager – Live Fan Care and VIP

Multiple Locations: Austin, TX, USA • Galway, Ireland • Hyderabad, Telangana, India, Canada

Requisition Number:183130

Can this position be remote?: Yes

We are a global team of creators, storytellers, technologists, experience originators, innovators and so much more. We believe amazing games and experiences start with teams as diverse as the players and communities we serve. At Electronic Arts, the only limit is your imagination.

Product Manager, Live Fan Care and VIP

You're the Product Manager for Live Fan Care and VIP.

You are part of EA's Fan Care organization that strives to make EA known for taking care of players. You are responsible for product planning and execution throughout the product lifecycle to ensure our Live Fan Care and VIP offerings support the overall strategy and goals of EA. You'll collaborate with a variety of stakeholders to design and create your product. You'll coordinate with your product line lead to align your product to the broader EA Fan Care strategy.

You're here to transform the Live Fan Care and VIP experiences for EA, focusing on contributing to a clear vision and strategy for the Live Fan Care and VIP product. You will drive your product by gathering insights, designing innovative solutions, and managing the product roadmap. You will analyze information from within EA and its partner studios to help create the vision and roadmap for Live Fan Care and VIP. You will oversee product implementation with cross-functional teams, measure product success and mitigate issues or risks. You'll create product feature briefs used to communicate across Fan Care, IT, vendors and to studios. You'll create and manage a product roadmap for product improvements and future releases to be delivered over time.

You'll work with internal stakeholders to understand how to design, improve or enhance the Live Fan Care and VIP experience. You'll get insight from internal and external stakeholders to understand how to help them achieve goals and exceed player and EA employee expectations. You are the go-to person for any issues or escalation within the Live Fan Care and VIP product areas.

You are an experienced product manager and great at business analysis, problem solving, and effective communication. You are constantly assessing the current and future trends of Live Fan Care and VIP and the gaming and interactive entertainment industries. You balance long-term strategy work with day-to-day tasks. You are successful at managing complex cross-functional teams. Ideally, you have experience in the gaming industry and live customer experience organizations.

A typical day in the life of the Product Manager for Live Fan Care and VIP:
• Product management
• Foster collaboration with other Product Managers, Live and Self-Service Fan Care leads, and IT teams to ensure a comprehensive understanding and effective implementation of Live Fan Care's and VIP's Product Line and Product strategy and vision in alignment with other departments
• Design and optimize seamless user-friendly experiences for both internal stakeholders and external customers focusing on efficiency and overall satisfaction
• Create execution plans to deliver against the Product Line and Product goals, focusing on scalable and high-quality Live Fan Care and VIP solutions
• Work with IT to deliver features and capabilities in tools when experiences dictate a technology solution
• Oversee development and answer/clarify questions from stakeholders and developers
• Understand the use cases of the product line and how changes impacts the player, the Fan Care organization, Studios, or EA
• Continually improve processes, documentation, and communication based on user insights, market changes, and evolving business needs
• Define measurable success criteria and metrics that can be used to track progress, including business KPIs
• Monitor the competitive landscape, research and share customer experience and gaming trends
• Contribute new and creative ideas accounting for trends in the gaming and Live Fan Care and VIP spaces
• Support the overall product line and coordinate with other product managers
• Stakeholder management and communication
• Help manage relationships with vendors, internal partners, and stakeholders, ensuring needs and concerns are considered and addressed in a timely and informed manner
• Evangelize the product benefits to all internal and external stakeholders
• Collaborate with training teams to develop training materials and documentation to help assist advisors and fans effectively use the Live Fan Care and VIP Products
• Manage risk by identifying and mitigating potential threats to the Life Fan Care and VIP Products
• Gather player and internal feedback to drive improvements and inform product roadmap prioritization
• Complete planned initiatives in a complex business environment with shifting stakeholder needs and timelines

Your day looks like this because:

You drive products that are critical to EA employees and players' experience. You:
• Keep a pulse on the current and future trends and how those influence your product
• Ask thought-provoking questions to understand how to enhance your products
• Connect the dots between what's happening in the business to how it impacts players and your products
• Understand how changes to the product or product line impacts the player, the Fan Care organization, Studios, or EA
• Measure the effectiveness of your product - if it's not improving the experience or achieving the objectives, figure out why and try something else
• Know how to oversee the team to develop the products and help mitigate delays

You'll need to be awesome at wearing these hats:
• Product Management: You are great at problem solving and managing a product lifecycle including ideation, roadmaps, overseeing development, and future releases.
• Project Management: You are familiar and work well with project management teams and processes.
• Business Analysis: You are great at gathering, documenting, analyzing, defining and managing business requirements. You can articulate current state vs. future state and the gaps between the two. You can identify the root cause of issues and identify impacts of changes.
• Problem Solving: You're great at solving problems. You are analytical, have an attention to detail, a critical thinker and use a logical approach to solving problems.
• Communicator: You are great at written and verbal communication and can articulate complex issues. You have good executive presence and are able to facilitate meetings with your team and other stakeholders. You are able to communicate to influence others and motivate action.
• Work with others: You manage stakeholders and collaborate well with others. You are an effective meeting facilitator, strong negotiator and relationship builder.
• Leadership: You are good at leading complex cross-functional teams. You are strong in change management and influencing others.

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

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Jobcode: Reference SBJ-rnzn9o-3-144-224-96-42 in your application.