Care Process Specialist

Contract: Permanent.

Location: Ireland (within Galway commuting distance preferred, but not a requirement).

Work model: Fully remote, or hybrid/on-site at the Galway office.

Fan Care

You will be part of EA's Fan Care organization. EA's Fan Care organization exists to help our fans get the most fun from their games. From onboarding new players to getting them back in the game when they have issues, we support fans across their EA experiences and keep them safe online. We value people who bring new ideas and perspectives to make Fan Care a great place to be and be from. We celebrate diversity and inclusion . It's just as important for us to create great experiences for our people as for our players. We're looking for people who will show up excited to work and ready for fun. You will report to the Care Process Manager

Responsibilities

• Manage advisor feedback, improve plans, meet with partners, and identify areas for collaboration with partners across the business
• You will oversee the deployment and optimization of processes within your process portfolio to deliver sustainable Player Experience and KPI improvements
• Understand Player needs, deliver a roadmap of process initiatives to solve Player problems, and build advocacy for EA products and Services
• You will support GLMs with the build and implementation of processes for product launches - Which is done by leading process workshops, reviewing current process performance for the product, identifying improvement areas, and working with the corresponding GLM/LSA/system owner to address gaps with appropriate process + tooling solutions.
• Develop, plan, and lead the assessment of process capability and use metrics to measure, manage, and improve your portfolio
• Help design process controls and data collection strategies, evaluate complex data to understand process performance, and diagnose root causes leading to poor performance/poor experience
• Use continuous improvement tools and Six Sigma methodology at the specialist level to drive actions for improvements, collaborating with Business/Functional Unit Managers
• Collaborate with multi-functional peers on key business initiatives. Actively participate in these discussions in a transparent manner and bring data and value to these initiatives
• Provide subject matter expertise input to Product and CX initiatives including process and risk assessments
• Collaborate with Quality to ensure CTQ (Critical to Quality) parameters are agreed and documented for process standards
• Operationalize and maintain a framework for compliance and continuous improvement in quality performance.
• Set and achieve challenging goals and develop, influence, and manage strong relationships across the business to deliver goals, remove barriers, and deliver impactful outcomes.
• Identify opportunities hindering the effectiveness of your portfolio, including product, tooling, and people, and design the appropriate process solution to address the gaps improve Player Experience, and reduce waste.
• Work with partners and gain support on larger projects - people want to work with you. There is consistent quality and care associated with the work you lead.
• Culture champion - You are eager to work on any task, big or small. You embody the EA ethos. You're a team player.
  
  

Skills & Experiences:

• 2+ years' experience in process design or process management or a similar role
• You have a bachelor's degree or graduate degree in a related field
• You have experience in RCA and process mapping
• Lean Six Sigma certified to Yellow Belt level, Green Belt preferred
• Research skills, including the ability to interpret complex data and then translate that data into actionable insights in a clear, concise, and cohesive way
• Professional - you can manage yourself and others even when not in a direct people leadership role; you know how to read the room and tailor your message to the audience in a way that resonates.
• An innovator who displays original thinking and creativity; meets challenges with resourcefulness, and partners with senior members of the team to implement solutions to issues identified.
• Excellent Project Management skills with experience in owning and driving projects to successful completion
• Can navigate Excel, Tableau, Google Suite, PowerBI/GDS
• Excellent interpersonal skills, coupled with a strong ability to develop relationships and collaborate across all levels of the organization.