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Director, Service Delivery Management

Company: Electronic Arts Inc.
Location: Austin
Posted on: March 27, 2020

Job Description:

We're looking for a candidate to this position in an exciting company.

  • Provide overall leadership to multi-disciplined teams across multiple sites
  • Coach and develop team members by accurately accessing their strengths and development needs, giving timely and specific feedback, as well as partnering with direct reports to optimize performance of their teams
  • Manage relationships with stakeholders across Service Delivery operations
  • Develop and lead KPI management, to include review meetings, identification of opportunities, tracking and driving initiatives, and measuring the impact of change
  • Maintain and improve the tracking and implementation of advisor and player impacting change, while mitigating negative impact of change
  • Develop a strategic framework for Service Delivery that is connected to business goals and desired outcomes
  • Develop programs for Team Managers and Advisors that develop skills and experiences that increase engagement
  • Develop strategies for advisor sourcing that increases scalability while balancing cost and quality
  • Drive a culture of continuous improvement by establishing and maintaining a high performing team where new ideas and solutions are encouraged, evaluated, quantified and implemented
  • Contribute to the growth of the business as a member of the senior management team, regularly interacting with the executive team for Customer Experience
  • Play a central role in the Service Delivery Operations leadership team in forward planning and strategy development for the operation
  • Minimum of 5 years of people management experience
  • Minimum of 5 years' experience in the contact center business
  • Project and Program management experience
  • Bachelor's or advanced degree preferred.
  • Experience developing the strategy and roadmap for a business function
  • Success in delivering innovative programs to internal stakeholders
  • Experience leading by example and motivating teams and individuals to a high level of achievement and to reach their full potential
  • Commercially astute with contract management expertise
  • Strong analytical and financial management and experience in delivering to stretch targets

Keywords: Electronic Arts Inc., Austin , Director, Service Delivery Management, Executive , Austin, Texas

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