Global Operations, Technical Account Manager

The Technical Account Manager (TAM) is a crucial member of the Global Operations (GO) department, responsible for delivering EA franchises to market across all platforms and channels. Reporting to the GO Director, you will manage multiple relationships including with Studio, Global Commercial Management, Marketing, and corporate teams to align the Configuration Plan with franchise and channel strategies.

Important responsibilities include overseeing content delivery to channel partners Sony, Microsoft, Nintendo, Steam, Epic and digital resellers. TAMs guide Studios on platform capabilities, creating Configuration Plans to meet GO schedules, and resolving issues with the GO Release Management (RM) team.

Your work also involves educating teams on external platform tools and systems for successful submissions. TAMs ensure accurate content setup and provide platform expertise, promoting alignment across processes, products, and partners.

By developing training processes for Technical Account and Release Management teams, the TAM builds expertise in platform partner processes and issue management. This ensures execution across all platforms.

As part of a high-performing team, the TAM provides support across US, European, and Asia time zones, being the business's contact to ensure global project coverage.

Tasks and Responsibilities

Platform Configuration and Strategic Alignment

• Create and communicate the product set up and configuration plans for First Party & Platform Partner offers - full game, DLC, Beta, Virtual Currency, Subscriptions Handover to GO Release Management for execution.
• Support Studios in understanding submission processes and align testing plans with QA teams (QV, QSP, EACC). Advise Studio, QA and business teams on the platform and publishing requirements.
• Partner with GO Portfolio Directors and Planning & Readiness teams on platform configuration support for each Studio/Franchise plan.
• Ensure tools and documents reflect accurate content IDs and platform information. Participate in planning meetings and read-outs to determine feasible configurations.
• Help onboard new platforms, aligning capabilities with market plans.

Program Management and Delivery

• Program manage submission processes for franchises, being an escalation point. Help resolve issues.
• Collaborate with GO Portfolio Franchise Directors to address processes, and long-term scenarios affecting the product set up, content publishing and submission process.
• Understand global schedule dependencies and engage with teams to support submission schedules.
• Work with GO Release Management to ensure effective operations and address escalations.

Relationship Management and Skills Development

• Manage relationships with multiple partners: First Party platform partners, EA's Platform teams (EADP, EAX), Studio Dev, Commercial Publishing, QA teams, BizOps, Store Ops and Configuration teams, ensuring strategic agreement.
• Maintain productive relations with First Party partners to facilitate mutual needs.
• Develop training processes for teams to build expertise in platform processes and issue management.

Special Considerations

The GO team experiences peak activity periods, requiring flexibility in working hours, including weekends. Extended annual leave is limited during these times.

Experience Required

You excel in relationship management and platform knowledge. You collaborate with partners, demonstrating account and project management abilities. Understanding business strategy and technology is crucial. You will be asked to influence and align partners to provide an effective approach.

• Experience in program management within the gaming or tech industry.
• 2+ years of experience in product submissions / platform setups, with knowledge of at least one of the following First Party tools: Sony's Content Pipeline, Microsoft Partner Center, Nintendo Developer Portal, SteamWorks, Epic Game Store Self Publishing Tool.
• Expertise in navigating First Party platform requirements and tools and troubleshooting live issues.
• Proficiency in collaboration and documentation tools like Confluence.
• Experience leading teams and aligning departments to a strategy.
• Manage product schedules and dependencies across global based teams.
• Bachelor's degree or higher preferred