Director, Community Moderation & Care Programs

Multiple Locations: Redwood City, CA, USA • Austin, TX, USA

Requisition Number: 183193

Position Title: Director, Customer Experience

External Description:

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.

#WeAreEA and we exist to inspire the world to play. EA values creativity, pioneering, passion, determination, learning, and teamwork. We mean things like acting with curiosity, speaking up with original ideas, and committing to each other as one team.

We're looking for all the best kinds of people to make great experiences for our players. We are looking for people that want a job that inspires them, while giving them room to enjoy their lives. And we want to give them that. We celebrate diversity and inclusion by creating a place where you can come to work and be yourself.

We want you to join us. We're hiring a Director of Community Moderation & Care Programs.

You will be part of EA's Fan Care organization and will report to the Senior Director of Community Moderation & Care. The Fan Care organization strives to make EA known for taking care of its fans. We're fans taking care of fans and people talking to people – whenever, wherever, and however they need us.

We're looking for someone to promote high-quality engagement across EA and with our strategic partners to drive awareness, understanding, and adoption of the Community Moderation & Care Strategy, striving to better meet the needs of our fan communities. You will lead the Community Moderation & Care Programs Organization, managing multiple program managers and reporting to the Sr Director of Community Moderation and Care. You will be responsible for important relationships across EA and Fan Care, including Global Affairs, Publishing, and Studio teams. Your organization will align Fan Care Moderation operations policy and process to EA player policies and processes, managing new issues and real-time community response, and the development of our employee resiliency program. You are comfortable presenting and influencing across all levels of Fan Care and EA to increase adoption of strategic programs and deliver measurable outcomes.You will manage the relationships with external vendors who deliver important services to our organization. As the leader of the Program organization, you will build the framework to evaluate organization success by measuring the results delivered through our programs. You are comfortable running pilots to understand business impacts before large scale program implementation and validating our results once programs are deployed. You will partner with Fan Care leaders and key organizations across EA to quickly respond & evolve to meet the needs of EA and our fan communities.

So how does the Director of Community Moderation & Care Programs make great experiences for fans? They:

manage a team of program managers located around the world
mentor team members by assessing their strengths and development needs, giving feedback, and partnering with direct reports to optimize the performance of their teams
partner with multiple teams to provide input to product, IT, and marketing roadmaps
create the framework, success measures, and participation guidelines for a comprehensive resiliency program for Community Moderation & Care
participate in moderation and community management best practice sharing with external partners
manage vendor contracts and important service provider relationships for the Community Moderation & Care organization
work with the leadership teams for EA Fan Care, Publishing, Player Safety, and XO Ventures to influence priorities
partner with Global Affairs to understand policy & operational impacts to Community Moderation technology, processes, and performance
create, manage, and implement new issue and real-time community response framework

If this role is for you, then you are:

Creative: You find out-of-the-box/non-traditional solutions.
Proactive: Provide recommendations and take the lead on plans to change.
Efficient: Implement new ways of doing things faster, better.
Curious/Inquisitive: Investigate the current situation and ask the relevant questions.
Collaborative: Work well with peers and motivated by different ideas.
A leader: Encourage team collaboration, promote enthusiasm and use the power of influence.
Passionate: The customer experience drives your decisions.
Strategic: See a long term vision and design solutions with the future in mind.

If you're interested, you'll need these skills or experiences:

10 years experience managing teams
5 years experience in program or project management
Success in leading transformational change in a global operating environment
Success driving teams to delivery on stretch goals

US COMPENSATION AND BENEFITS

The base salary ranges listed below are for the defined geographic market pay zones in these states. If you reside outside of these locations, a recruiter will advise on the base salary range and benefits for your specific location. EA has listed the base salary ranges it in good faith expects to pay applicants for this role in the locations listed, as of the time of this posting. Salary offered will be determined based on numerous relevant business and candidate factors including, for example, education, qualifications, certifications, experience, skills, geographic location, and business or organizational needs.

BASE SALARY RANGES

California (depending on location e.g. Los Angeles vs. Sacramento):
$170,500 - $259,300 USD Annually
New York (depending on location e.g. Manhattan vs. Buffalo):
$167,300 - $259,300 USD Annually
Jersey City, NJ :
$202,600 - $259,300 USD Annually
Colorado (depending on location e.g. Denver vs. Colorado Springs):
$180,100 - $237,200 USD Annually
Washington (depending on location e.g. Seattle vs. Spokane):
$167,300 - $238,500 USD Annually

Base salary is just one part of the overall compensation at EA. We also offer a package of benefits including paid time off (3 weeks per year to start), 80 hours per year of sick time, 16 paid company holidays per year, 10 weeks paid time off to bond with baby, medical/dental/vision insurance, life insurance, disability insurance, and 401(k) to regular full-time employees. Certain roles may also be eligible for bonus and equity.

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Community / Marketing Title: Director, Community Moderation & Care Programs

Company Profile:

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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: 109

Can this position be remote?: 1

EEO Employer Verbiage:

About Electronic Arts