Summary
Overview
Work History
Education
Skills
Certification
Volunteer
Timeline
Generic
Josh Reynolds

Josh Reynolds

Cedar Park,,TX

Summary

Innovative leader in customer experience and digital platforms with 18 years of experience in product management and strategic planning. Expertise in leading cross-functional teams to optimize processes and enhance user experiences. Proven track record of modernizing technology platforms and driving customer engagement. Skilled in managing large budgets and fostering strategic partnerships.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Sr. Director of Product Management

Electronic Arts Inc
Austin, TX
12.2023 - Current
  • Lead strategy and roadmap development for the EA Identity Experience, enhancing customer engagement
  • Modernized the myaccount.ea.com tech platform boosting account creation, login and update completion rate by 164%
  • Steered EA Sports loyalty program as part of the Executive Steering Committee
  • Collaborated with EA Digital Platform and Security teams to innovate AI technology for enhanced security
  • Accountable for defining and measuring the value of the Identity Experience across marketing, digital platform and studio organizations
  • Direct a large, cross-functional team of product managers, experience designers, project managers, architects and engineers to achieve strategic goals
  • Member of the Fan Growth leadership team responsible for setting organization wide objectives and key results, tracking impact across CXO top level goals and managing a $100M+ annual budget
  • Promoted a culture of collaboration among staff members through regular communication, feedback, and recognition.

Sr. Director of Product and Partner Engagement

Electronic Arts Inc
Austin, TX
10.2018 - 12.2023
  • Member of the Worldwide Customer Experience (WWCE) executive leadership team responsible for strategic planning, management of a $80M annual budget and executive steering
  • Led an organization of 65 people responsible for product management, CX strategy, integration of CX technology and tools to EA games and services, launch readiness and live service management
  • Built and maintained relationships with leaders across all EA business units to maintain a WWCE tech strategy and roadmap
  • Led the team responsible for strategic partnerships including EA studios, Microsoft, Sony, Google, Apple and Amazon
  • Responsible for defining the CX Strategy for EA's global expansion focus into Asia/Pacific and mobile gaming
  • Cradle to grave ownership of the customer experience digital technology platform consisting of mobile apps, web sites, AI bots, community forums, in-game messaging, contact center CRM, inbound channels, and a complex SaaS integration platform

Global Director of Programs

Electronic Arts Inc
Austin, TX
04.2016 - 10.2018
  • Led the team responsible for customer experience technology including in-game, self-service and contact center technology
  • Oversaw the effort to modernize WWCE's tech stack including replacement of the CRM, data warehouse and telephony and chat vendors resulting in annual savings of approximately $2M

Director of Online Programs, Operations and Content

Electronic Arts Inc
Austin, TX
07.2013 - 04.2016
  • Led an organization of web professionals consisting of product managers, user experience designers, web publishers, and content authors
  • Oversaw EA's customer service website (help.ea.com) and support community (answers.ea.com) in 19 languages with annual reach of 110M visits and 28M self-service transactions
  • Responsible for a program portfolio with $4M+ in capital investment annually
  • Inventor of US Patent 10,866,946 B1, a technology designed to drive community engagement by targeting the most valuable unanswered questions

Sr. Product Manager

Electronic Arts Inc
Austin, TX
07.2011 - 07.2013
  • Product Managed the current version of help.ea.com which reduced operating costs by $600K annually, and increased the number of customers helped online by 15%
  • Led a project team of 30+ to deploy a proprietary CRM system that consolidated 50+ contact center tools into one SaaS platform that reduced average handle time by over 2 minutes
  • Built EA's first Voice of the Customer program that utilized proprietary contact center CRM technology to dynamically collect live voice of the customer data during contact center interactions

Program Manager

Apple Inc.
Austin
07.2008 - 12.2011
  • Managed complex software development programs from cradle to grave including business requirement authoring, design review, user-acceptance testing, deployment and sustainment
  • Product owner of the proprietary AppleCare CRM solution responsible for backlog prioritization, resource allocation, and escalation procedures
  • Implemented a Voice of the Customer program used to identify emerging product issues, and provide data surrounding those issues to hardware/software product teams
  • Presented to executive leadership to obtain capital funding, provide project status updates and analyze return on investment results upon project completion

CPU and EDU Advisor

Volt Workforce Solutions
Austin
11.2007 - 07.2008
  • Selected as a rotational user acceptance tester for the AppleCare CRM
  • Provided technical support for Apple portable computers and wireless networking

Director of Audiovisual Services

AVGraphics, Inc.
New York, NY
11.2005 - 07.2007
  • Directed all audiovisual services at the New York Stock Exchange
  • Managed a team of 3 audiovisual engineers

Tour Manager/Front of House Engineer

Varoom Whoa
New York, NY
03.2005 - 11.2005
  • Toured with a high-profile recording artist signed to Atlantic Records

Education

Bachelor of Business Administration - Marketing

Texas State University
05.2002

Associate of Science - Recording Arts

Full Sail University
12.2004

Skills

  • Strategic planning
  • Visionary team leadership
  • Digital transformation
  • Cross-functional collaboration
  • Budget management
  • Technology platform modernization
  • Verbal and written communication

Certification

Effective Execution of Organizational Strategy, 10/2024

Wharton Executive Education

Volunteer

Board Member / Flourish Creative                                                                                              08/2017 - Present

  • Volunteer board member for a non-profit that supports local artists to do good for the community through music and the arts.

Pitching Coach / Crew Baseball                                                                                                08/2021 - 06/2024

  • Pitching coach for a youth baseball travel team.

Timeline

Sr. Director of Product Management

Electronic Arts Inc
12.2023 - Current

Sr. Director of Product and Partner Engagement

Electronic Arts Inc
10.2018 - 12.2023

Global Director of Programs

Electronic Arts Inc
04.2016 - 10.2018

Director of Online Programs, Operations and Content

Electronic Arts Inc
07.2013 - 04.2016

Sr. Product Manager

Electronic Arts Inc
07.2011 - 07.2013

Program Manager

Apple Inc.
07.2008 - 12.2011

CPU and EDU Advisor

Volt Workforce Solutions
11.2007 - 07.2008

Director of Audiovisual Services

AVGraphics, Inc.
11.2005 - 07.2007

Tour Manager/Front of House Engineer

Varoom Whoa
03.2005 - 11.2005

Bachelor of Business Administration - Marketing

Texas State University

Associate of Science - Recording Arts

Full Sail University

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