External Description: Senior Manager, Operations Performance Management You are an experienced contact center leader, with a deep understanding of EA Mobile and HD Help experiences. As the Senior Manager, Operational Performance Management you are a thought leader and expert on our operations. You’ll develop and manage a centralized source of insight to increase our understanding of our delivery across the areas of Reach, Resolution and Experience Recovery. Your insights will inform discussions that drive action, positive change and development in how we support our players. You will develop, deliver, and evolve a robust framework of performance controls and operating system to identify and drive service improvements and support future strategies. You must be comfortable constructively challenging the status quo, identifying opportunities, determining root causes, and developing and owning action plans that deliver improvement for our players and our business. What a Senior Manager, Operational Performance Management does at EA: Create data-driven innovative insights with relevant context and propose action plans aligned to our priorities Provide cross-functional perspective, inform, and influence operations strategy, management decisions, and the prioritization of work across LFC and WWCE Improvement opportunities across our product, processes, and team performance, and drive outcome-driven initiatives that improve our Reach, Resolution and Experience Recovery to completion Champion a culture of performance management by implementing performance management framework and tools, from root cause to resolution Develop and align operations KPIs for a performance management framework that aligns with and supports LFC/WWCE strategy and operational priorities Monitor and report on performance trends across KPIs and objectives, adding context that drives understanding and discussion on critical performance areas Set KPIs and measures of success for any projects, programs, and initiatives as required Create a positive team culture, focused on developing and coaching team members Actively establish, maintain, and strengthen internal and external relationships Proactively build industry and functional knowledge of performance and insight to continuously improve and embed best-in-class practices If this role is for you, then you are: Creative – able to find out-of-the-box and non-traditional ways to problem-solve Motivated – willing to personally jump in, analyze, and partner with the right people to action recommendations Proactive – provide ideas and suggestions, and take the lead on projects Efficient – evaluate and plan when implementing changes to do things better and faster Curious – investigate the situation, ask relevant questions, and give specific and actionable recommendations Partnership – a leader who encourages team collaboration, works well with peers, promotes enthusiasm, uses powers of influence, and builds relationships Achieve – believes that actions speak louder than words, and enjoys achievement Accomplished – has a track record of professional achievement. If you’re interested in this role, you’ll need these skills or experiences: 7+ years’ experience working within a contact center or relationship management Strong operational management capabilities, with experience delivering key performance targets and business goals Work in partnership with others provides clarity and direction Work with diverse staff groups and senior management Experience developing the strategy and tactical plans for operations Use influence to improve cross-functional results Thought leadership capability with the ability to inspire people with creative ideas Can understand complex data, identify trends, and translate to action

Tagged as: Collaboration, Enthusiasm, Management, Operations, Performance, Performance Management, Prioritization

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