Senior Manager, Escalated Care
Electronic Arts (EA)
Date: 4 days ago
City: Hyderabad, Telangana
Contract type: Full time
Remote

Description & Requirements
Electronic Arts creates next-level entertainment experiences that inspire players and fans around the world. Here, everyone is part of the story. Part of a community that connects across the globe. A place where creativity thrives, new perspectives are invited, and ideas matter. A team where everyone makes play happen.
Senior Manager, Escalated Care
Are you passionate about creating great experiences for our fans?
EA’s Fan Care organization exists to help the world play. We help our players get the most from their games wherever they are and whenever they need it. We aim to make EA known for taking care of its players.
And we'd like you to join us. We're hiring a Senior Manager, Escalated Care.
In this role, you’ll join the Live Care team and report to the Director of escalated Care.
Your role will be leading and managing teams that provide the highest-tier care and expertise to our fans with complex or unique needs. Your and your team’s goal is recovering fan experiences, and you lead your team to be the best of the best, known for going above and beyond.
Your focus is on making things right for our most valued fans, appropriately challenging our current processes and policies, and driving change across the broader Fan Care organization through continuous improvement, excellent communication, and relationship building. You are passionate about inspiring others and leading them successfully through change (and have done so before). You have a track record of exceeding expectations and meeting objectives. With respect and trust, you establish and foster collaborative relationships across all stakeholders.
You efficiently and consistently maintain a strong focus on quality and detail while managing your own time and workload. You are an advocate for the fan and the advisor experience.
You’re known for your ability to do the right thing for the fan and the business. You know when to follow process, when to go out of process, and when to advocate for change to processes. You challenge the status quo respectfully and productively. You take pride in helping fans get the most from their experience with EA and don’t rest on ‘doing what we did last time’ being good enough.
Responsibilities
If you’re interested in this role, you’ll need these skills or experiences:
About Electronic Arts
We’re proud to have an extensive portfolio of games and experiences, locations around the world, and opportunities across EA. We value adaptability, resilience, creativity, and curiosity. From leadership that brings out your potential, to creating space for learning and experimenting, we empower you to do great work and pursue opportunities for growth.
We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support a balanced life with paid time off and new parent leave, plus free games and so much more. We nurture environments where our teams can always bring their best to what they do.
Electronic Arts 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, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.
Electronic Arts creates next-level entertainment experiences that inspire players and fans around the world. Here, everyone is part of the story. Part of a community that connects across the globe. A place where creativity thrives, new perspectives are invited, and ideas matter. A team where everyone makes play happen.
Senior Manager, Escalated Care
Are you passionate about creating great experiences for our fans?
EA’s Fan Care organization exists to help the world play. We help our players get the most from their games wherever they are and whenever they need it. We aim to make EA known for taking care of its players.
And we'd like you to join us. We're hiring a Senior Manager, Escalated Care.
In this role, you’ll join the Live Care team and report to the Director of escalated Care.
Your role will be leading and managing teams that provide the highest-tier care and expertise to our fans with complex or unique needs. Your and your team’s goal is recovering fan experiences, and you lead your team to be the best of the best, known for going above and beyond.
Your focus is on making things right for our most valued fans, appropriately challenging our current processes and policies, and driving change across the broader Fan Care organization through continuous improvement, excellent communication, and relationship building. You are passionate about inspiring others and leading them successfully through change (and have done so before). You have a track record of exceeding expectations and meeting objectives. With respect and trust, you establish and foster collaborative relationships across all stakeholders.
You efficiently and consistently maintain a strong focus on quality and detail while managing your own time and workload. You are an advocate for the fan and the advisor experience.
You’re known for your ability to do the right thing for the fan and the business. You know when to follow process, when to go out of process, and when to advocate for change to processes. You challenge the status quo respectfully and productively. You take pride in helping fans get the most from their experience with EA and don’t rest on ‘doing what we did last time’ being good enough.
Responsibilities
- Manage, coach, and inspire a global team of managers known for being the best of the best that provides specialized, differentiated care and support to our fans, and internal teams.
- follow a structured approach to operational management, driving performance to stated goals and reporting on current performance
- Dig into business results and deliver action-focused insights and analysis to the right people.
- Provide leadership, coaching, and feedback to your team members to meet KPIs, goals, and objectives.
- coach and develop team managers, assessing their strengths and development needs, and giving timely and specific feedback
- Establish a collaborative, inclusive, and positive working environment through open communication, a positive approach, and intentional collaboration.
- lead teams to understand business priorities and how their work connects to strategic objectives
- maintain and improve a level of product or service knowledge by working closely with all departments and ensuring effective cross-training and mentoring
- Continuously look for solutions to improve current processes and systems, and provide valuable feedback for product/service improvement.
- understand the factors that impact performance and work cross-functionally to remove barriers and promote service optimization
- a leader – you are the one that can rally the troops, can tell a story that people get behind and you can drive results in difficult times
- a great communicator – from presentations to senior leaders to daily conversations with advisors, you strike the right balance with the right audience
- consistent – people know what they can expect from you, there is rhyme and reason to how you operate and others value your dependability
- pro-active – a self-directed and motivated person who’s able to personally jump in, roll up your sleeves, and take the lead without being asked
- efficient – highly resourceful, organized, and evaluates everything to implement ways of doing things better and faster
- influential – you are comfortable taking a stand and convincing others to join you
- a team player – a leader that encourages team collaboration, works well with peers, promotes enthusiasm, leverages powers of influence, and builds relationships
- gets it done – believes that actions speak louder than words, and thrives on achievement
- accomplished – has a track record of professional achievement
- listens – always listening to feedback with an open mind on how to improve the business for our players and our employees
If you’re interested in this role, you’ll need these skills or experiences:
- 5 or more years of experience in customer care and/or contact center management
- 5 or more years of experience directly managing people
- Strong operational management capabilities, with a proven track record of delivering results against key performance targets and goals
- Experience setting performance goals, performance managing, and professionally developing other people managers
- Excellent verbal and written communication skills, and the ability to interact professionally with a diverse group of staff and senior management
- Strong presentation skills to relay stories told by data
- Ability to use influence to drive cross-functional results
About Electronic Arts
We’re proud to have an extensive portfolio of games and experiences, locations around the world, and opportunities across EA. We value adaptability, resilience, creativity, and curiosity. From leadership that brings out your potential, to creating space for learning and experimenting, we empower you to do great work and pursue opportunities for growth.
We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support a balanced life with paid time off and new parent leave, plus free games and so much more. We nurture environments where our teams can always bring their best to what they do.
Electronic Arts 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, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Mid Level manager (MLM) - L2
Wipro,
Hyderabad, Telangana
4 days ago
Job description:Job Description Role PurposeThe purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account.͏ DoMaximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms Strategy Planning with Senior Stakeholders ...

Senior Quality Assurance
GHX,
Hyderabad, Telangana
4 days ago
Principal duties and responsibilities:Architect or design procedures and processes for maintenance of test plans, test cases, scenarios, scripts, and procedures. Able to relate a functionality to test cases. Proficiency in conducting manual and automated testing of items or stories in a sprint. Create and maintain automation framework and automated test suites. Responsible for defining the strategy for baselining the test...

Executive N - Alternate Channel
Asian Paints,
Hyderabad, Telangana
4 days ago
Location:Hyderabad, TG, INAreas of Work: Sales & Marketing Job Id: 12058Business objectives Prepare plan to achieve the assigned business objectives for the territory on a monthly level and work towards achievement of targets.Assist dealers in achieving their overall sales target through regular visits, scheme communication and timely material service.Monitor and ensure the growth of core products along with new and...
