Senior Manager, Customer Experience Strategist, Sports

Electronic Arts - Austin, TX

Full-time - Senior

Remote - Austin, TX

Publishing Industries

About the position

The Senior Manager, Customer Experience (CX) Strategist is responsible for enhancing fan experiences across a portfolio of sports games. This role involves understanding fan needs, connecting them to product solutions, and collaborating with various teams to drive improvements in player journeys. The strategist will lead initiatives, influence stakeholders, and ensure that the fan perspective is prioritized in decision-making processes. Reporting to the Sr. Director of Experience Design and Customer Experience, this position plays a crucial role in aligning product and service priorities with business objectives.

Responsibilities

• Manage a portfolio of games connected to Fan Care Support, Identity, and Loyalty capabilities.
• Be responsible for a backlog of opportunities that can serve journey improvements across the portfolio of games.
• Work across various teams to negotiate and refine recommendations, proposals, and execution plans.
• Drive awareness of changing needs across game titles for responsive action from the Fan Growth team.
• Connect product and service priorities in Fan Growth to business needs across games.

Requirements

• Ability to build relationships and trust to form business partnerships across the company.
• Ability to bring clarity to project work, prioritize opportunities, and organize teams enthusiastically.
• Ability to bring organization to chaotic environments requiring diverse team collaboration.
• Ability to creatively problem solve and apply new thinking to define solutions.
• Ability to balance custom solutions with efficient repeatable activities.
• Thrive in a fast-paced environment with frequent updates and pivots.
• Confident communication skills for presenting information to various audiences.

Nice-to-haves

• Love of sports games.

Benefits

• Paid time off
• New parent leave
• Free games
• Holistic benefits program focusing on physical, emotional, financial, career, and community wellness.