Social Support Team Manager

Requisition Number: 156131

Position Title: Manager I, Customer Experience

External Description:

Online Service Delivery Team Manager

Location:  Austin

#WeAreEA and we exist to inspire the world to play. EA values creativity, pioneering, passion, determination, learning, and teamwork. We mean things like acting with curiosity, speaking up with original ideas, and committing to each other as one team.

We’re looking for all the best kinds of people to make great experiences for our players. The best people want a job that inspires them, while giving them room to enjoy their lives. And we want to give them that.

We celebrate diversity and inclusion by creating a place where you can come to work and be yourself.

We want you to join us! We’re hiring a Team Manager of Online Service Delivery

This role is part of EA’s Customer Experience (WWCE) organization, which is making EA known for taking care of its players.

We’re players helping players, people helping people – whenever, wherever, and however they need us!

We’re seeking an exceptional self-starter that has a proven track record in leadership and people management. This person will be responsible for managing the day to day operations of an Online Service Delivery team which encompasses our community, social and escalation channels, as well as provide leadership, coaching, and mentoring to a team of Social, Community & Escalation Specialists.  

The successful candidate will be responsible for evaluating and executing against organizational performance targets as well as identifying areas of improvement.

So how does the Team Manager of Online Service Delivery make great experiences for players?

They:

• Oversee the day to day management of a specialist social and community team by: -
• • Provide leadership, coaching and feedback through regular meetings and side by sides
  • Develop goals, objectives and measurements for area of responsibility
  • Manage schedule adherence to provide satisfactory agent coverage
• Coach and develop team members by accurately assessing their strengths and development needs, giving timely and specific feedback, and partnering with direct reports to optimize their performance
• Implement identified strategic initiatives for our social and community channels.
• Track and report KPIs to business leadership including impact assessment of current board performance
• • Review team and advisor reporting to ensure KPI goals are met and exceeding expectations
  • Interpret the impact of activities within your area of responsibility on performance
• Make recommendations to the Manager of Online Service Delivery and wider Operations Leadership Team for areas of improvement
• Drive a culture of continuous improvement by establishing and maintaining a high performing team where new ideas and solutions are encouraged, evaluated, quantified and implemented
• Develop and maintain relationships with the EA Studios and the Community Engagement Team to collaborate on Community and Social strategies.

If you’re interested in this role, you’ll need these skills or experiences:

• Exceptional English communication skills: - both verbal and written.
• As second language is a bonus but not essential.
• Proven ability to implement change while maintaining day to day workload.
• Previous people management experience with a proven track record for managing and driving a high performing team is highly desired.
• Well-developed leadership, motivation and teamworking skills. 

• Managing and leading others to deliver goals and objectives is essential to the role.
• Ability to identify and grow talent.

• Critical thinking skills and the ability to identify process gaps and work inter-departmentally to formulate/implement effective resolution.
• “Can-Do” and upbeat personality with a passion to encourage the same for team members.
• Detail oriented with strong organizational and follow up skills.
• Ability to be flexible and to handle multiple tasks simultaneously.
• Ability to review and distribute workload and adjust staffing focus when unforeseen circumstances occur to ensure equal LOE is maintained
• Familiar with social media, EA forums and EA support community (AHQ) are a plus but not essential.

 

 

 

City:

State:

Community / Marketing Title: Social Support Team Manager

Company Profile:

Electronic Arts Inc.는 세계를 선도하는 인터랙티브 엔터테인먼트 소프트웨어 기업입니다. EA는 인터넷 콘솔, 개인용 컴퓨터, 휴대전화, 태블릿용 게임과 콘텐츠 및 온라인 서비스를 제공합니다.

EEOText: EA는 균등한 기회의 제공을 실천합니다. 모든 채용은 인종, 피부색, 출신 국가, 혈통, 생물학적/사회적 성별, 성 정체성 또는 표현, 성적 성향, 나이, 유전 정보, 종교, 장애 여부, 질병 유무, 임신 여부, 혼인 상태, 가족 상황, 군 복무 여부, 또는 법으로 금지된 기타 요인을 고려하지 않고 결정됩니다. 또한, 해당 직책에 합당한 능력을 갖추고 있다면 범죄 기록이 있는 지원자도 관련 법률을 준수하는 방식으로 채용 여부를 고려합니다. EA는 관련 법률에서 명시하는 대로 업무 공간에 장애가 있는 입사 지원자 또는 예정자를 위한 시설을 마련해두고 있습니다.

Days Open: 51

Can this position be remote?:

EEO Employer Verbiage:

EA는 균등한 기회의 제공을 실천합니다. 모든 채용은 인종, 피부색, 출신 국가, 혈통, 생물학적/사회적 성별, 성 정체성 또는 표현, 성적 성향, 나이, 유전 정보, 종교, 장애 여부, 질병 유무, 임신 여부, 혼인 상태, 가족 상황, 군 복무 여부 등의 요인을 고려하지 않고 결정됩니다. EA는 관련 법률에서 명시하는 대로 업무 공간에 장애가 있는 입사 지원자 또는 예정자를 위한 시설을 마련해두고 있습니다.