Back to search.BioWare Ireland, a division of EA Games - Project Manager
| Employment Type: | Contract |
| Location: | Galway - West, Ireland |
| Salary: | Competitive Salary Offered |
| Languages: | English |
| Required Languages: | 1 |
Advertiser Details
- Name:BioWare Ireland, a division of EA Games
- Posted:12-04-2012
- Code:58403
The Role:
The Project Manager is part of the Project Management Office (PMO), responsible for the successful management of multiple, diverse and geographically dispersed projects within the BioWare Ireland (BWI) Customer Services group.
The Project Manager will lead multi-disciplinary projects through the game support lifecycles according to our production processes. The Project Manager reports to the PMO Lead. The Project Manager is located at our Centre of Excellence in Galway, Ireland and works closely with the core Customer Services team, implementing the vision, scope, creative direction, feature set and quality levels expected in our support product as defined by the studio. The Project Manager should have a deep understanding of contact centre industry practices and procedure and preferably would have exposure to fraud related disciplines. Knowledge of the MMORPG industry will be looked on favorably. In addition to project management, the PMO will work closely with our Business Analysis group to define tactical change initiatives based on analytical outputs.
Company Overview:
BioWare, a division of Fortune 500 company Electronic Arts (ERTS), specializes in delivering the best story-driven games in the world. With a history of excellence, BioWare has created some of the world's best-selling titles including the award-winning Baldur's Gate, the Neverwinter Nights series, and Star Wars: Knights of the Old Republic. Original BioWare-created IPs include: Jade Empire, Dragon Age : Origins, the critically acclaimed Mass Effect, Mass Effect 2, and Sonic Chronicles: The Dark Brotherhood for the Nintendo DS. BioWare has recently released Star Wars: The Old Republic, a massively multiplayer online role-playing game that continues to be developed at BioWares studios in Austin, Texas. BioWares customer support for the game is centralized in Galway, Ireland.
Duties & Responsibilities:
Understand and master the company customer services strategy and vision and champion these across the business units.
Build, develop, and manage project plans for the CS team. This includes working closely with the leaders of Operations, Services, and Risk Prevention to meet and identify their various program requirements, timetables, resources, interdependencies, and tasks.
Manage communication of goals and objectives, status and progress of project to management and to the team.
Documents, communicates and administers key project management processes, as required by the PMO, within the project team and across the company. Coach others on project management processes and best practices.
Risk Management - Identify, analyze, prioritize, mitigate and communicate project risks.
Responsible for the creation of project management documents including status reports, project plans, communications plans, post-mortems and compiling historical information.
Stays current and is conversant with PM industry standards - educates & shares with other PMO and departmental members. Analyze applicability of new standards and implement when it makes sense.
Ensure 100% compliance in executing the operational support against defined operational SLAs.
Work with the PMO to present analysis, reporting and recommendations to the Senior Manager of Support Services and the wider management team, that provide appropriate input to the executive level decision making process. Utilizes reporting and metrics to manage organizational performance.
Manage communication with business leaders through frequent project team meetings and steering committees on the progress of the implementation efforts and to drive project issue resolution.
The PMO will collaborate with Senior Management on establishing customer retention strategies and continually monitor/modify strategies needed to meet retention goals for all channels.
Acts as a champion for customer services to exceed in quality and response times while balancing company profitability goals.
Perform any other duties as assigned by the PMO Lead.
Skills & Qualifications:
Essential
Minimum 5+ years experience in project management or related discipline.
Project Management qualification or proven industry experience.
Third level qualification, in Business Management, Project Management, or related discipline, or equivalent work experience is required.
Desirable
Although game industry experience is not essential, knowledge and passion for the video game market should be clear and evident.
Experience with Project Management in a changing environment will be looked on favorably.
Experience in MMORPG online game support preferred.
Proven success in organizational planning and implementation.
Experience in a support center environment with knowledge of workforce management, training, knowledge base development, and BPO relationship management is a plus.
Expertise in MS Project, Excel, Visio and PowerPoint.
Ability to travel, including International.
Person Specification:
Integrity, honesty, humility, and confidentiality traits required.
Ability to build strong bonds with employees to foster open, honest and candid communication.
Ability to multi-task and maintain organization in a fast paced, changing environment.
Ability to manage change in an organization engineering its culture and approach to workload management.
Excellent oral and written communication skills and strong stand-up presentation and training skills.
Customer focused with solid relationship management skills with an ability to influence others.
Please note:
This role will have some travel requirements.
IMPORTANT NOTICE:
You are now going to be redirected to EA Games Careers Portal where you will need to register your details & apply for this position for your application to be received by BioWare Ireland, A Division of EA Games.
If you are an active TLJ user you will be redirected immediately. If you are new to TLJ you will have to register with us first.
The Project Manager is part of the Project Management Office (PMO), responsible for the successful management of multiple, diverse and geographically dispersed projects within the BioWare Ireland (BWI) Customer Services group.
The Project Manager will lead multi-disciplinary projects through the game support lifecycles according to our production processes. The Project Manager reports to the PMO Lead. The Project Manager is located at our Centre of Excellence in Galway, Ireland and works closely with the core Customer Services team, implementing the vision, scope, creative direction, feature set and quality levels expected in our support product as defined by the studio. The Project Manager should have a deep understanding of contact centre industry practices and procedure and preferably would have exposure to fraud related disciplines. Knowledge of the MMORPG industry will be looked on favorably. In addition to project management, the PMO will work closely with our Business Analysis group to define tactical change initiatives based on analytical outputs.
Company Overview:
BioWare, a division of Fortune 500 company Electronic Arts (ERTS), specializes in delivering the best story-driven games in the world. With a history of excellence, BioWare has created some of the world's best-selling titles including the award-winning Baldur's Gate, the Neverwinter Nights series, and Star Wars: Knights of the Old Republic. Original BioWare-created IPs include: Jade Empire, Dragon Age : Origins, the critically acclaimed Mass Effect, Mass Effect 2, and Sonic Chronicles: The Dark Brotherhood for the Nintendo DS. BioWare has recently released Star Wars: The Old Republic, a massively multiplayer online role-playing game that continues to be developed at BioWares studios in Austin, Texas. BioWares customer support for the game is centralized in Galway, Ireland.
Duties & Responsibilities:
Understand and master the company customer services strategy and vision and champion these across the business units.
Build, develop, and manage project plans for the CS team. This includes working closely with the leaders of Operations, Services, and Risk Prevention to meet and identify their various program requirements, timetables, resources, interdependencies, and tasks.
Manage communication of goals and objectives, status and progress of project to management and to the team.
Documents, communicates and administers key project management processes, as required by the PMO, within the project team and across the company. Coach others on project management processes and best practices.
Risk Management - Identify, analyze, prioritize, mitigate and communicate project risks.
Responsible for the creation of project management documents including status reports, project plans, communications plans, post-mortems and compiling historical information.
Stays current and is conversant with PM industry standards - educates & shares with other PMO and departmental members. Analyze applicability of new standards and implement when it makes sense.
Ensure 100% compliance in executing the operational support against defined operational SLAs.
Work with the PMO to present analysis, reporting and recommendations to the Senior Manager of Support Services and the wider management team, that provide appropriate input to the executive level decision making process. Utilizes reporting and metrics to manage organizational performance.
Manage communication with business leaders through frequent project team meetings and steering committees on the progress of the implementation efforts and to drive project issue resolution.
The PMO will collaborate with Senior Management on establishing customer retention strategies and continually monitor/modify strategies needed to meet retention goals for all channels.
Acts as a champion for customer services to exceed in quality and response times while balancing company profitability goals.
Perform any other duties as assigned by the PMO Lead.
Skills & Qualifications:
Essential
Minimum 5+ years experience in project management or related discipline.
Project Management qualification or proven industry experience.
Third level qualification, in Business Management, Project Management, or related discipline, or equivalent work experience is required.
Desirable
Although game industry experience is not essential, knowledge and passion for the video game market should be clear and evident.
Experience with Project Management in a changing environment will be looked on favorably.
Experience in MMORPG online game support preferred.
Proven success in organizational planning and implementation.
Experience in a support center environment with knowledge of workforce management, training, knowledge base development, and BPO relationship management is a plus.
Expertise in MS Project, Excel, Visio and PowerPoint.
Ability to travel, including International.
Person Specification:
Integrity, honesty, humility, and confidentiality traits required.
Ability to build strong bonds with employees to foster open, honest and candid communication.
Ability to multi-task and maintain organization in a fast paced, changing environment.
Ability to manage change in an organization engineering its culture and approach to workload management.
Excellent oral and written communication skills and strong stand-up presentation and training skills.
Customer focused with solid relationship management skills with an ability to influence others.
Please note:
This role will have some travel requirements.
IMPORTANT NOTICE:
You are now going to be redirected to EA Games Careers Portal where you will need to register your details & apply for this position for your application to be received by BioWare Ireland, A Division of EA Games.
If you are an active TLJ user you will be redirected immediately. If you are new to TLJ you will have to register with us first.
You cannot apply for this job as it is no longer active.
