Senior Advisor Process Specialist

Job Description

Senior Process Specialist, EA Customer Experience - 12 Month Contract – Fully Remote or Hybrid

We're hiring a Senior Process Specialist to join EA's Worldwide Customer Experience (WWCE) organization. This role can be fully remote if preferred.

WWCE exists to help the world play. We support players across the globe in 13+ languages and value employees that will bring new ideas to help make WWCE a great place to be and be from. We celebrate diversity and inclusion and aim to create great experiences for our employees as often as our players. We're looking for people who come to the office or Zoom meeting excited to work and ready for some fun.

As a Senior Process Specialist, you report to the Advisor Process Lead and are part of the larger Communications and Employee Enablement team.

You're passionate about making the advisor experience better because it ultimately affects the player experience. EA Game Advisors use procedures, process behaviors, and policies when players contact us for help. And we're on a quest to make that documentation better than ever. You get excited to dig into data and historical issues to find gaps. You enjoy partnering with other teams and advocating for the info or access game advisors need. You love making strategic recommendations and are comfortable talking to all levels of EA employees about the how and why behind our team's work and strategy.

You'll execute our process strategy, projects, and initiatives and create processes that are clear, consistent, effective, and efficient. You'll execute data gathering and reporting efforts, proactively identify new ideas and collaboration efforts, lead process mapping, and design initiatives, and work with stakeholders to advocate, influence, consult and make process recommendations.

Responsibilities:
• you proactively analyze advisor processes to understand if they are working (or not)
• you write and edit process articles that give EA game advisors the right info to help players when they contact us
• you document advisor processes end-to-end, seeing how it impacts the player, the advisor, and the business
• you prioritize problems to solve based on impact analysis, short- and long-term gains, while keeping in mind the organization's goals
• you meet with stakeholders to get input on a process strategy or policy
• you lead data collection efforts, use tech tools, and creative solutions to measure the impact of the team's work, and calibrate data to business KPIs
• you use data analysis to identify opportunities, align with stakeholders, and report on the impact of changes
• you proactively lead meaningful and measurable green belt process improvement projects
• you work with management to identify, plan and execute operational and tactical initiatives
• you use change management best practices when communicating updates and changes
• you partner with the Content and Training teams to hear about their upcoming content and learning and development plans, and draft advisor processes to support launches
• you advocate for advisors and empathize with the job they do every day to solve player issues
• you identify ways to incorporate new ideas, approaches, and knowledge into daily and long-term tasks
• You identify and lead collaborative opportunities both inside and outside of the team, working with key influencers to effect change in projects and throughout the organization.

Qualifications:
• you have 4+ years' experience in process design or process management
• You have lean Six Sigma Green Belt certification
• you have experience mapping and writing processes
• you have experience working with technical content
• you have experience working with Tableau and performing deep dives
• you have a bachelor's degree or graduate degree in a related field
• game industry and customer support experience are nice to have but not required

Jobcode: Reference SBJ-r19jk0-18-219-86-155-42 in your application.