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.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?: 0

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.