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. 是全球领先的互动娱乐软件公司。 EA 提供适用于联网主机、个人电脑、手机和平板电脑的游戏、内容和在线服务。

EEOText: EA 是一个奉行机会均等的雇主。 所有招聘决定均不考虑种族、肤色、国籍、血统、生理性别、社会性别、性别认同或表达、性向、年龄、遗传信息、宗教信仰、残障状况、医疗状况、怀孕状况、婚姻状况、家庭状况、退伍军人身份或其他任何受法律保护的特征等因素的影响。 我们也会遵照相关法律，考虑雇佣带犯罪记录的合格申请者。 EA 还会遵照相关法律，为符合条件的残障个体改善工作环境。

Days Open: 51

Can this position be remote?: 0

EEO Employer Verbiage:

EA 是一个奉行机会均等的雇主。 所有招聘决定均不考虑种族、肤色、国籍、血统、生理性别、社会性别、性别认同或表达、性向、年龄、遗传信息、宗教信仰、残障状况、医疗状况、怀孕状况、婚姻状况、家庭状况或退伍军人身份等因素的影响。 EA 还会遵照相关法律，为符合条件的残障个体改善工作环境。