Electronic Arts Inc.
Senior Vendor Manager
#WeAreEA and we exist to inspire the world to play. EA values creativity, pioneering, passion, determination, learning, and teamwork. We mean things like actioning with curiosity, speaking up with original ideas, and committing to each other as one team.
We’re looking for all the best kinds of people to make great experiences for our players. The best people want a job that inspires them while giving them room to enjoy their lives. And we want to give them that. We celebrate diversity and inclusion by creating a place where you can come to work and be yourself.
And we want you to join us. We’re hiring a Senior Manager, Vendor Management
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.
The Senior Vendor Manager will build strong relationships with our chosen outsourced vendors and have accountability for their day to day operational performance. They will champion EA’s culture and vision and will work to empower and encourage their partners to provide a Signature Experience that Connects, Resolves, and Exceeds the expectations our most passionate game enthusiasts.
This Manager will work with multiple global teams across Customer Experience including Operations, Insights, Partner, and Programs. A typical day might see this person analyzing performance KPIs and working with our vendors to promote value added services. This position will require willingness and availability to travel and may require relocation.
So how does the Senior Vendor Manager make great experiences for the player? They:
+ Analyze daily performance ensuring that contract KPI’s are being achieved and develop improvement plans in collaboration with the vendor when they are not.
+ Proactively address any operations issues that affect our vendor’s ability to perform optimally.
+ Perform weekly, monthly and quarterly review meetings with cross functional CE and vendor team attendance.
+ Identify and implement strategies for experience improvement and cost efficiencies which allow us to be there to support more players.
+ Working with our Global Sourcing team to ensure that we partner with the right vendors to enable delivery of Sig X whilst also negotiating best-in-class vendor terms.
+ Collaborating internally and externally to solve complex business issues including the need to have increased flexibility and agility in our staffing model.
+ Partner with other CE and EA teams to drive improvements to tools and processes to address blockers or gaps in Player Experience.
+ Provide context around global issues to enable better prioritization of Player First initiatives
If you’re interested in this role, you’ll need these skills or experiences:
+ 6+ years’ experience working within a contact center environment and proven success in managing vendor partnerships (preferably in multi-site locations).
+ Knowledge of contracts and negotiation principles.
+ Strong understanding of cost and financial accounting principles.
+ Ability to interpret complex analysis, budgeting data and business information.
+ Exceptional communication skills with the ability to be a brand ambassador.
+ A result driven, ‘can-do’ attitude.
+ Experience utilizing influencing skills and working with cross-functional teams.
+ A passion for great Customer Experience.
+ Strong attention to detail with excellent problem-solving capacity.
Compensation and Benefits
We love to brag about our great perks like comprehensive health and benefits packages, tuition reimbursement, 401k with company match and, of course, free video games. And since we realize it takes world-class people to make world-class games, we offer competitive compensation packages and a culture that thrives off of creativity and individuality. At EA, we live the “work hard/play hard” credo every day. In addition to all of this, we offer a discounted onsite gym, Stepping Stone School onsite, and popcorn every Wednesday!
EA is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status or veteran status. We will also consider for employment qualified applicants with criminal records in accordance with applicable law.
Electronic Arts Inc.
Website : http://www.ea.com
It's not easy building the world's best digital playground. It's hair-standing-up-on-end-exhilarating. It's down-in-the-trenches-challenging. It's stroke-of-brilliance-at-midnight creative. It's you-taking risks, challenging yourself, pursuing ideas, changing the way millions of people do something they love: Play.