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Community Support Team Manager

Location: Austin, Texas, United States

Notice

This position is no longer open.

Requisition Number: 173326

Position Title: Manager I, Customer Experience

External Description:

Community Support Team Manager

-Electronic Arts Inc. is a global leader in interactive entertainment. We develop and deliver games, content and online services across platforms. We have a broad portfolio of brands that span the most popular genres.

We exist to Inspire the World to Play. We create extraordinary new game experiences for our millions of players everywhere by bringing together people that combine creativity, innovation, and passion. We immerse our employees into an inclusive culture and provide opportunities for learning and leading that allow our employees to do the most impactful and rewarding work of their careers.

Join us in driving the next revolution in games.

So how does the Team Manager of Community Support make great experiences for players?

As a Team Manager for Community Support you will:

  • Oversee the daily management of a community team by:
  • Provide leadership and coaching through regular meetings and side by sides
  • Develop goals and measurements for community coordinators
  • Manage schedule adherence to provide satisfactory agent coverage
  • Develop team members by assessing their strengths and development needs, giving timely feedback, and partnering with direct reports to optimize their performance
  • Implement identified strategic plans for our community channels.
  • Report Indicators to business leadership including impact assessment of current board performance
  • Review team and advisor reporting to ensure goals are met and exceeding expectations
  • Interpret the impact of activities of community performance
  • Make recommendations to the Manager of Online Service Delivery and wider Operations Leadership Team for areas of improvement
  • Promote a culture of continuous improvement by maintaining a high performing team where new ideas and solutions are encouraged, evaluated, quantified and implemented
  • Develop relationships with the EA Studios and the Community Engagement Team to collaborate on Community strategies.

Qualifications 

  • 5 years + previous people management experience, managing a team of over 10 with a track record for leading and driving a high performing team is important.
  • 3 years + experience working within a live support environment.
  • Experience leading remote teams is a bonus but not essential.
  • Well-developed leadership, motivation, coaching and teamwork skills.
  • Experience implementing change while maintaining daily workload.
  • Critical thinking skills and the ability to identify process gaps.
  • Detail oriented with organizational and follow up skills.
  • You are flexible and able to handle multiple tasks simultaneously.
  • You can 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.


    We love to celebrate our great perks like comprehensive health and benefit packages, tuition reimbursement, 401k with company match, of course, free video games and more!

City:

State:

Remote?: 0

Community / Marketing Title: Community Support Team Manager

Company Profile:

Electronic Arts is an innovative tech company that creates incredible experiences for millions of players around the world. But what matters most is our people who inspire us, and the world, to play. As we bring new forms of entertainment to people around the world, we need innovative, collaborative, diverse and adaptable people to keep making Electronic Arts better.

EEOText: About EA We exist to inspire the world to play. Through innovative technology and immersive storytelling, we deliver new ways of experiencing worlds of interactive entertainment for our millions of players worldwide. Our strength lies in the diversity of our people, combining creativity, innovation and passion. We fully champion inclusive culture, and provide opportunities for growing, learning, and leading that allows for the most impactful and rewarding work of our teams’ careers. We put our people first, and we make sure they’re taken care of both in and out of the office. As we reflect on our learnings and successes from remote work, we aim to provide dynamic, collaborative and flexible work environments for our teams. Our employees connect through our Employee Resource Groups, which are actively involved in driving business decisions every step of the way. But our support doesn’t end at the workplace—we also encourage a balanced lifestyle with paid time off and new parent leave, free video games, fitness reimbursement and more. Our goal is to provide a safe, respectful and inspiring workplace for all of our employees. Through our diversity, equity, inclusion and social responsibility programs, we’re doing the work to give everyone the space to be their full selves while giving back to our community. We’re looking for problem-solvers, game-changers, innovators, dreamers, doers—people that are ready to move the needle and build on our success. As our industry accelerates, we aren’t just keeping up—we’re staying ahead of the game. Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. Electronic Arts also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

Date Opened: 2022-05-02 16:44:20.403

EEO Employer Verbiage:

About EA

We exist to inspire the world to play. Through innovative technology and immersive storytelling, we deliver new ways of experiencing worlds of interactive entertainment for our millions of players worldwide. Our strength lies in the diversity of our people, combining creativity, innovation and passion. We fully champion inclusive culture, and provide opportunities for growing, learning, and leading that allows for the most impactful and rewarding work of our teams’ careers. 

 

We put our people first, and we make sure they’re taken care of both in and out of the office. As we reflect on our learnings and successes from remote work, we aim to provide dynamic, collaborative and flexible work environments for our teams. Our employees connect through our Employee Resource Groups, which are actively involved in driving business decisions every step of the way. But our support doesn’t end at the workplace—we also encourage a balanced lifestyle with paid time off and new parent leave, free video games, fitness reimbursement and more. 

 

Our goal is to provide a safe, respectful and inspiring workplace for all of our employees. Through our diversity, equity, inclusion and social responsibility programs, we’re doing the work to give everyone the space to be their full selves while giving back to our community. We’re looking for problem-solvers, game-changers, innovators, dreamers, doers—people that are ready to move the needle and build on our success. As our industry accelerates, we aren’t just keeping up—we’re staying ahead of the game.

 

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. Electronic Arts also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

Click here to view our Data Privacy Policy.

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