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Director, Digital Service Delivery

Austin, TX, USA | Electronic Arts

  • Industry:
    Media / Entertainment
  • Position Type:
  • Functions:
    General Management
  • Experience:
    10-12 years
Job Description:
77 people have viewed this job

We’re looking for someone to promote high-quality team engagement, improve service efficiency, maximize service delivery opportunities, and model a culture of continuous improvement. This role will lead the delivery of service in online channels (social media, community forums, self-service tools, and web support) through global teams and cross organizational partnerships.

You will be part of EA’s Customer Experience organization and will report to the Senior Director of Service Delivery Operations. 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.

So how does the Director of Digital Service Delivery make great experiences for players? They:

provide leadership to multi-disciplined teams across global sites

develop team members by assessing their strengths and development needs, giving feedback, and partnering with direct reports to optimize the performance of their teams

partner with multiple teams to influence product, IT, and marketing roadmaps

look for service optimization opportunities to increase the digital service channels, and improve performance to meet the growing demand of the digital space

maintain a level of product and service knowledge across the industry

create a culture of continuous improvement by encouraging new ideas and solutions from concept to implementation

regularly work with the executive team for EA Customer Experience to influence priorities play a central role in the Service Delivery Operations leadership team

If this role is for you, then you are:

Creative: You find out-of-the-box/non-traditional solutions.

Pro-active: Provide recommendations and take the lead on plans to change.

Efficient: Implement new ways of doing things faster, better.

Curious/Inquisitive: Investigate the current situation and ask the relevant questions.

Collaborative: Work well with peers and motivated by different ideas.

A leader: Encourage team collaboration, promote enthusiasm and use the power of influence.

Passionate: The customer experience drives your decisions.

Strategic: See a long term vision and design solutions with the future in mind.

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

10 years experience managing teams

5 years experience in online channel management

Success in leading transformational change in a global operating environment

Success driving teams to delivery on stretch goals

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