Director, People Experience Shared Services

About Electronic Arts and the People Experience Team

Electronic Arts (EA) delivers top-tier entertainment experiences worldwide, fostering a collaborative global community where creativity and new perspectives flourish. The People Experience (PE) team, formerly known as HR, is dedicated to enriching employee journeys by developing programs and strategies that elevate team engagement and career fulfillment. This team manages talent acquisition, learning and leadership development, internal mobility, affinity groups, employee analytics, total rewards, and maintaining a safe, inspiring workplace.

Role Overview

The Director of PE Shared Services, located in Hyderabad, India, leads the largest PE team in the office with a focus on operational excellence and transformative employee service delivery. Reporting to the Senior Director, People Services, this hybrid role requires at least three days on-site weekly and centers on innovating, improving efficiency, and elevating service standards within PE Shared Services.

Key Responsibilities

• Manage daily delivery of Shared Services including handling employee inquiries, processing high-volume transactions, and maintaining data accuracy in Workday and other systems.
• Continuously assess and implement professional development and reskilling initiatives for the Shared Services team to foster ongoing learning and capability enhancement.
• Embrace automation and AI-first approaches to analyze and improve processes, enhancing employee experience and driving operational efficiency.
• Collaborate in formulating and executing strategic plans aligned with overall business objectives and report performance outcomes to stakeholders.
• Develop effective operational strategies using needs assessments, performance evaluations, capacity planning, and cost-benefit analyses, while monitoring productivity and service quality standards.
• Champion continuous process improvement and innovation, leveraging emerging technology to refine service delivery.
• Stay abreast of latest trends in service center operations through education, networking, and benchmarking best practices in the field.
• Deploy data analytics to monitor service performance, maintain dashboards, manage SLAs, and oversee case management systems.
• Administer the Shared Services budget responsibly, identify cost efficiencies, and recommend investments in technology and process upgrades.
• Ensure compliance with relevant laws and company policies through risk management and regular audits.
• Lead recruitment, onboarding, coaching, and performance management to build and sustain a diverse and inclusive Shared Services team.
• Define clear job expectations, conduct evaluations, and ensure equitable compensation aligned with EA’s policies.

Required Skills and Qualifications

• Customer-centric mindset with an emphasis on user-focused design and delivery.
• Proficient leadership skills with experience managing large teams.
• Strong verbal and written communication abilities.
• Experience in fast-moving global environments and working within international teams.
• Creative problem-solving aptitude.
• Bachelor’s degree preferred in Human Resources, Business, or Operations.
• Over 15 years of experience in global HR services or operations, including at least 10 years in leadership positions.
• Four to five years managing HRIS operations, especially Workday, and case management platforms such as ServiceNow.
• Hands-on experience implementing AI assistants or chatbot technologies.

Additional Information

EA offers a comprehensive benefits program supporting physical, emotional, financial, career, and community wellbeing, tailored to local needs. Benefits include healthcare, mental health support, retirement savings, paid leave, family support, complimentary games, and more. EA is an equal opportunity employer committed to inclusive hiring practices and workplace accommodations for individuals with disabilities.