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:

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Community / Marketing Title: Community Support Team Manager

Company Profile:

We are a global team of creators, storytellers, technologists, experience originators, innovators and so much more. We believe amazing games and experiences start with teams as diverse as the players and communities we serve. At Electronic Arts, the only limit is your imagination.

EEOText:

About Electronic Arts

Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.

We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us. We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life. We provide comprehensive benefit packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more. Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.

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. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

Days Open: 51

Can this position be remote?: 0

EEO Employer Verbiage:

About Electronic Arts

Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.

We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us. We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life. We provide comprehensive benefit packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more. Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.

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. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.