Community Support Team Manager

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:

Community / Marketing Title: Community Support Team Manager

Company Profile:

Electronic Arts Inc.は、インタラクティブ・エンターテイメント・ソフトウェアの世界的大手企業です。 EAは、インターネットに接続されたコンソール、パソコン、携帯電話、タブレットに対してゲーム、コンテンツおよびオンラインサービスを提供しています。

EEOText: EAは雇用機会を均等に提供します。 雇用に関する決定を下す際は、人種、肌の色、国籍、出身国、出身民族、身体的性別、社会/文化/心理的性別、性別自認または性別表現、性的指向、年齢、遺伝情報、宗教、身体障害、病状、妊娠、婚姻状況、家族状況、軍役経験の有無、および法律で保護されたその他のあらゆる状況は考慮されません。 また、犯罪歴のある人物の雇用も、募集要項を満たす応募者の場合は適用法令に従って検討します。 さらにEAでは、身体に障害のある方々のために、適用法令によって定められた職場環境を整えることも行っています。

Days Open: 51

Can this position be remote?: 0

EEO Employer Verbiage:

EAは雇用機会を均等に提供します。 雇用に関する決定を下す際は、人種、肌の色、国籍、出身国、出身民族、身体的性別、社会/文化/心理的性別、性別自認または性別表現、性的指向、年齢、遺伝情報、宗教、身体障害、病状、妊娠、婚姻状況、家族状況、軍役経験の有無は考慮されません。 さらにEAでは、身体に障害のある方々のために、適用法令によって定められた職場環境を整えることも行っています。