Sr. Manager, Self-Service Channel (Web Optimization)

Apr 06, 2024
Austin, United States
... Not specified
... Senior
Full time
... Office work

We're hiring a Sr. Manager, Self-Service Channel for the Web Self-Service team. In this role, you'll be responsible for driving strategy within our existing self-service capabilities across the web help experience and contributing to overall business strategy for WWCE. You'll lead the Web Optimization team that defines, implements, and optimizes end-to-end self-service experiences such as landing pages, FAQs, tools, and more. The team is responsible for continuous improvement of the site, user behavior research and ab testing. You'll also collaborate with leaders across the Worldwide Customer Experience organization and our Studio teams to transform the help experience and increase self-service success. As the Sr. Self-Service Channel Manager for Web Optimization, you will define self-service goals for the number of fans helped, lead an optimization team executing against those goals, and drive delivery of the experience roadmap for self-service across the EA Help website.

This role is part of EA's Customer Experience organization. The Customer Experience organization strives to make EA known for taking care of its players. We're players taking care of players and people talking to people – whenever, wherever, and however they need us.

Responsibilities

  • You'll lead a Web Optimization team responsible for multiple sites and experiences.
  • You'll set the vision, and communicate the strategic plan for Web Optimization and on-site conversion rate optimization. You'll hold your team accountable to deliver results.
  • You'll look for ways to improve the self-service experience and prepare for future business growth.
  • You'll work with key stakeholders to implement strategies for new capabilities and define, set and track KPIs for success.
  • You'll guide self-service teams through improvement cycles, roadmap creation, experimentation, research, analysis, and planning.
  • You'll develop and implement operating and governance models for self-service tools, experiences, and help topic management.
  • You'll present analysis, report on KPIs, and suggest improvements for the self-service experience; you'll use expertise and lessons learned to influence related strategies.
  • You'll coach and develop team members by accurately assessing their strengths and development needs, giving timely and specific feedback, and partnering with direct reports to optimize performance of their teams.
  • You'll manage team and team members' annual objectives, assess specific learning and development needs, and understand career development opportunities.
  • You'll provide operational leadership and influence through continuous improvement, industry benchmarking, and KPI management.
  • You'll drive a culture of continuous improvement through process development and calibration, as well as establishing and maintaining a high performing team where new ideas and solutions are encouraged, evaluated, quantified, and implemented.

Skills and Experience

  • You have 3+ years experience leading strategies for digital customer support experiences or onsite conversion rate optimization.
  • You have 3+ year of experience managing people, preferably in global, hybrid working environments.
  • You've proven success in leading and influencing cross-functional teams.
  • You have knowledge of platforms, APIs, trends, and innovations in the self service space.
  • You have knowledge of best practices and benchmarks in the customer support industry.
  • You can use data and research to tell meaningful stories and transform them into actionable steps.
  • You've successfully led transformational change in diverse operating environments and encouraged staff to view change positively.
  • You have a strong sense of personal integrity, and a desire to contribute to a culture that values diversity in the workplace.
  • You lead by example and motivate teams and individuals to a high level of achievement and to reach their full potential.

US COMPENSATION AND BENEFITS

The base salary ranges listed below are for the defined geographic market pay zones in these states. If you reside outside of these locations, a recruiter will advise on the base salary range and benefits for your specific location.

EA has listed the base salary ranges it in good faith expects to pay applicants for this role in the locations listed, as of the time of this posting. Salary offered will be determined based on numerous relevant business and candidate factors including, for example, education, qualifications, certifications, experience, skills, geographic location, and business or organizational needs.

BASE SALARY RANGES

  • California (depending on location e.g. Los Angeles vs. Sacramento):

º $131,600 - $213,300 USD Annually

  • New York (depending on location e.g. Manhattan vs. Buffalo):

º $131,600 - $213,300 USD Annually

  • Jersey City, NJ :

º $154,800 - $213,300 USD Annually

  • Colorado (depending on location e.g. Denver vs. Colorado Springs):

º $131,600 - $179,600 USD Annually

  • Washington (depending on location e.g. Seattle vs. Spokane):

º $131,600 - $195,200 USD Annually

Base salary is just one part of the overall compensation at EA. We also offer a package of benefits including paid time off (3 weeks per year to start), 80 hours per year of sick time, 16 paid company holidays per year, 10 weeks paid time off to bond with baby, medical/dental/vision insurance, life insurance, disability insurance, and 401(k) to regular full-time employees. Certain roles may also be eligible for bonus and equity.

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