Director, Operations (Community, Moderation and Care)

Electronic Arts creates next-level entertainment experiences that inspire players and fans around the world. Here, everyone is part of the story. Part of a community that connects across the globe. A place where creativity thrives, new perspectives are invited, and ideas matter. A team where everyone makes play happen. You will be part of EA's Fan Care organization. EA's Fan Care organization exists to help our fans get the most fun from their games. From onboarding new players to getting them back in the game when they have issues, we support fans across their EA experiences and keep them safe online. We value people who bring new ideas to make Fan Care a great place to be and be from. We celebrate diversity and inclusion. It's just as important for us to create great experiences for our people as for our players. We're looking for people who will show up excited to work and ready for fun. We’re looking for all the best kinds of people to make great experiences for our players. The best people 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. And we want you to join us. We’re hiring a Director of Moderation Operations. We’re looking for someone to promote high-quality team engagement, drive improvements in the Community Moderation and Policy Enforcement experience, using moderation as an opportunity to increase transparency and engagement with our fan communities. You will lead the Moderation Operations Organization and be responsible for the execution of the day to day operations for Machine Labeling, Community Moderation, and Terms of Service policy enforcement.  You will create a culture of continuous improvement where piloting and testing new ways of working are part of our standard operations. This role will partner closely with Player Safety policy teams, the XO Integrated Communications, Product Managers and Program managers to quickly respond & evolve to meet the moderation needs of EA and our fan communities.  You will be part of EA’s Fan Care organization and will report to the Senior Director of Community 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. So how does the Director of Moderation Operations make great experiences for fans? They:

• provide leadership to multi-disciplined teams across global sites

• develop 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 influence product, IT, and marketing roadmaps

• look for automation optimization opportunities to increase organizational efficiency, and improve automation accuracy to meet the growing moderation demand to keep our fan communities safe

• maintain a level of product and service knowledge across the industry

• create a culture of continuous improvement by encouraging new ideas and solutions from concept to implementation

• regularly work with the executive team for EA Fan Care, Publishing,Player Safety to influence priorities

• play a central role in the Community Care leadership team

If this role is for you, then you are:

• Creative: You find out-of-the-box/non-traditional solutions.

• Pro-active: 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 a contact center environment

• Success in leading transformational change in a global operating environment

• Success driving teams to delivery on stretch goals