VP Employee Technology and Customer Success

Job Description

Join us in driving the next revolution in games!

TEAM OVERVIEW

EA's Information Technology organization (EAIT) is a global team that empowers EA's players, employees, business processes, and operations to be creative, collaborative, and productive. As a digital entertainment company, EA's IT needs are broad - and include technology for game development, workforce productivity & collaboration, marketing, commercial, customer support, enterprise security, and corporate business functions.
Our mission is to bring innovative technology experiences to each of these areas, working across the company to 'Enable Better Play.' We are helping to reimagine how technology enables distributed game development on a global scale. We're working with our customer experience, marketing, and competitive gaming teams to power experiences for EA players and fans. We're deploying technology and services that are changing how we create, connect and collaborate at EA office locations and beyond.

POSITION SUMMARY

EA has an exciting opportunity for a leader of people, processes, and technology to join our IT organization as Vice President of Employee Technology and Product Success. Reporting to the CIO, you will lead a growing global team of over 130 employees, supported by a contingent workforce.

You will drive adoption, customer success, and continuous improvement strategies for IT products and services supporting the EA workforce - including game creation, employee experience applications, and related infrastructure. Working in an inclusive, collaborative, and global work environment, you'll ensure that IT products and services support EA's goals, its teams, and locations worldwide.

That work requires building collaborative relationships with EA's studio, teams, and senior leadership and forging relationships with peer technology organizations, including IT product/program management, application, infrastructure engineering, quality, and operations.

RESPONSIBILITIES
• Lead and build a global team of 130+ professionals, aligning the team's work to EA strategy, related technology, and IT's strategic and operational goals.
• Set the strategy for global support of EA's workforce and their use of employee productivity, game development, and infrastructure technologies.
• Build partnerships with product and studio teams to ensure high quality IT technology and service experiences for our internal customers, achieving customer enablement goals. Create partnerships within the IT organization to achieve shared technology and innovation goals connected to EA's business strategy and growth.
• Lead the transformation from a site and region-focused technology team into a global product and customer success organization relevant to all work modalities, including onsite, remote, and hybrid.
• Develop strategies for game development technology support and adoption within EA's studio teams. Balance and align local and business unit needs with EA shared technology goals.
• Scale, optimize and automate IT support processes for a growing and distributed workforce - including new hire provisioning, 3rd party onboarding, desktop support and endpoint management, local infrastructure maintenance and support, and others.
• Partner with IT infrastructure engineering and operations teams to support EA's local network, compute, and storage technologies, aligning them to cloud transformation goals and timelines where and when appropriate.
• Develop global rollout, and adoption plans for employee experience and game creation technologies in partnership with IT's product management, program management, engineering, and central operations teams.
• Provide great customer experiences by anticipating and acting on portfolio-wide customer issues and trends related to Employee Experience technology and Game Creation / Game Development technology.
• Inclusively grow global team members in skills and career development. Manage a ~$37M global budget with fiscal stewardship and operational efficiency.
• As a CIO Staff member, work in collaboration with fellow leaders to grow and advance EAIT's vision, strategy, and objectives.

QUALIFICATIONS

You will demonstrate a strong background in global and transformational team leadership, customer and product success initiatives, operations-related experience, and technology experience, including familiarity with enterprise application and infrastructure solutions.

You will have also demonstrated inclusive people, technical and operational leadership, and an ability to create partnerships with internal teams and key business partners in service of an important objective or strategy.
• Ten or more years of experience building a customer engagement model and team.
• Ten or more years of experience in information technology services and support or related/equivalent field of work.
• A passion for customer needs and a customer focus: responsive to the needs of our studios and customers while building toward an overall excellent technology experience for EA.
• Collaborate and align across various opinions and interests; experience in meeting individual BU/team needs while promoting shared technology strategies and efficiency goals..
• Successful and progressive career development in global and complex organizations.
• Experience embracing and leading transformation efforts and associated talent development.
• The ability as a leader to inspire and motivate others through conviction, vision, and articulate direction; is accomplished in the analysis and definition of goals, direction setting, and the interpretation of goals into specific initiatives and tasks.
• Someone who questions why things are done and applies /experiences to resolve issues.
• Collaboratively resolve issues, reduce roadblocks, and meet business, financial, and management goals.
• Education: A college degree in computer science, information systems, engineering, business administration, mathematics, or a related/equivalent major is required.

Jobcode: Reference SBJ-r1nx50-216-73-216-177-42 in your application.