Senior Manager, Escalated Care

As a Senior Manager, Escalated Care at Electronic Arts, your role will be to lead and manage teams that provide the highest-tier care and expertise to fans with complex or unique needs. Your main focus will be on recovering fan experiences, challenging current processes and policies, and driving change across the broader Fan Care organization. Your responsibilities will include: - Managing, coaching, and inspiring a global team of managers to provide specialized care and support to fans and internal teams - Following a structured approach to operational management, driving performance to stated goals and reporting on current performance - Analyzing business results and delivering action-focused insights and analysis - Providing leadership, coaching, and feedback to team members to meet KPIs, goals, and objectives - Establishing a collaborative, inclusive, and positive working environment through open communication and intentional collaboration - Continuously looking for solutions to improve processes and systems, and providing valuable feedback for product/service improvement If this role is for you, you are: - A leader who can rally the troops, tell a compelling story, and drive results - A great communicator who strikes the right balance with different audiences - Consistent, reliable, proactive, efficient, and influential - A team player who encourages collaboration and builds relationships - Results-driven, accomplished, and always open to feedback for improvement Qualifications required: - 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 - Excellent verbal and written communication skills - Strong presentation skills to relay stories told by data - Ability to use influence to drive cross-functional results At Electronic Arts, we value adaptability, resilience, creativity, and curiosity. We empower our employees to do great work and pursue opportunities for growth. Our benefits program focuses on physical, emotional, financial, career, and community wellness, supporting a balanced life with paid time off, new parent leave, free games, and more.,