Senior Program Manager, Self-Service Fan Care

Senior Program Manager, Self-Service Fan Care - 212050 - Electronic Arts

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Senior Program Manager, Self-Service Fan Care =============================================

Home ... Open Roles Role Detail General Information Locations: Austin, Texas, United States of America Role ID: 212050 Worker Type: Regular Employee Studio/Department: Fan Growth Work Model: Hybrid

Description & Requirements ---------------------------

Electronic Arts creates next-level entertainment experiences that inspire players and fans around the world. Here, everyone is part of the story. Part of a community that connects across the globe. A place where creativity thrives, new perspectives are invited, and ideas matter. A team where everyone makes play happen.

In this role as Senior Program Manager, you will be part of EAs Customer Experience organization that strives to make EA known for taking care of players. You will report to the Senior Portfolio Manager for Self-Service Fan Care.

As a Senior Program Manager, you will own and lead a strategic program of AI-driven, cross-functional projects in the Self-Service arm of Fan Care, ensuring delivery from planning through execution. Managing a program and projects you will partner with business owners to prioritize work, and track dependencies, risks, and progress.

This role ensures clear communication with stakeholders, provides leadership visibility through reporting, and drives continuous process improvements. You will act as both a team leader and program steward - balancing execution discipline with adaptability in a fast-paced, global environment.

Responsibilities -----------------

### Program Strategy and Delivery

• Own the program strategy, sequencing, and integrated delivery of AI-driven Self-Service Fan Care initiatives, translating product and business strategy into coordinated execution and measurable fan and business outcomes across teams and timelines.
• Define program objectives and translate them into actionable outcomes with clear success metrics (e.g., adoption, efficiency, satisfaction).
• Build and maintain program roadmaps, integrating cross-functional inputs and ensuring transparency at all levels.

### Collaboration and Prioritization

• Partner with product, engineering, design, operations, and business leaders to prioritize and sequence initiatives, driving trade-off decisions that maximize fan and business impact.
• Track and manage program delivery costs and vendor dependencies.
• Develop close working relationships with a broad set of EA teams that will contribute to the program, including studios, to drive program delivery, adoption, and program success.

### Leadership and Visibility

• Provide leadership visibility into program progress, risks, and opportunities - influencing decision-making at the collaborator, team, and executive level.
• Be responsible for roll-out readiness, communications, and enablement.
• Lead retrospectives and continuous improvement efforts to scale learnings across initiatives.

Qualifications --------------

### Experience and Skills

• 5+ years of program management experience, ideally within global and cross-functional teams.
• Success leading long-term programs across a global organization.
• Identifying key program deliverables and achieving them.
• Experience in agile development and rapid experimentation to encourage speed, iterations, and learnings that adapt to rapidly changing fan expectations and market conditions.
• Fluency in business tools such as Google Suite, Jira, and Airtable.
• Experience managing AI-related programs or projects is a plus.

About Electronic Arts ------------------------

We're proud to have an extensive portfolio of games and experiences, locations around the world, and opportunities across EA. We value adaptability, resilience, creativity, and curiosity. From leadership that brings out your potential, to creating space for learning and experimenting, we empower you to do great work and pursue opportunities for growth.

We adopt a holistic approach to our benefits programs, emphasizing physical, emotional, financial, career, and community wellness to support a balanced life. Our packages are tailored to meet local needs and may include healthcare coverage, mental well-being support, retirement savings, paid time off, family leaves, complimentary games, and more.

Electronic Arts 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, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

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