As a Game Lifecycle Manager, you will report to the Director of Programs and Partnerships, Sports, as part of the Fan Journey Design Practice organization.
You will lead the Lifecycle Management process to develop and implement CX strategies supporting the EA SPORTS FC title and working with teams across Studio, Services, and Fan Growth to create the best possible fan experience for both new product launches and products in live service.
Responsibilities:
• Manage EA SPORTS FC franchise games including games on console, PC, and mobile and related ecosystem services
• Work with the Senior Manager, Customer Experience Strategist, Sports to implement and support multi-year Sports CX strategy opportunities to ensure we drive these improvements into being.
• Coordinate & lead cross-functional workgroups where you will:
• Create CX strategies and support readiness plans for the titles in your portfolio to achieve a great player support experience
• Develop strong partnerships across Studios, Product, Service & Experience Design, and other essential organizations on the development and implementation of single-year strategies
• Implement all aspects of your strategies, ensuring organizational readiness for launches and major milestones
• Support games and CX strategies once launched and in Live Service, where you will partner with our Live Service Analysts to:
• Monitor and report on CX strategy adoption, including game support performance post-launch
• Create and lead quick response team to assess, manage, and resolve issues
• Implement mitigation activities, monitor and report on outcomes
• Participate in multidisciplinary projects designed to improve and evolve our support capabilities, operational frameworks, and customer experience strategies
Qualifications:
• You have at least 3 years of Program/Project Management or Customer Success/Account Management experience and:
• Can manage multiple projects or a portfolio of customers with competing schedules and resources
• Have created, implemented, and followed work schedules/project plans and meeting deadlines
• Can showcase successful completion of projects with on-time delivery, including risk mitigation
• You can navigate complex environments to drive results and collaborate with members across different teams to balance priorities
• You have experience building, managing, and executing on complex strategies
• You excel at bringing the right people to the table, tackling issues, identifying opportunities, and driving agreement
• You understand your customers and partners, by seeing the world through their perspective, speaking their language, and articulating their needs
• You have strong verbal and written skills with the ability to articulate complex issues, positioned for the appropriate audience(s)
• You have experience leading formal and/or informal teams
• Bonus : Experience in the gaming industry is a plus, but not a requirement
Jobcode: Reference SBJ-d2j0bm-104-239-6-46-42 in your application.
