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Operations Manager of Social Support

#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.

And we want you to join us! We're hiring an Operations Manager of Social Support for our Digital Service Delivery team.

You will be a part of EA's Worldwide Customer Experience (WWCE) organization.We work to make EA known for taking care of its players. We're players helping players, people helping people – whenever, wherever, and however they need us!

The Operations Manager of Social Support has experience leading online and social media strategies. You will manage a group of social support teams in multiple EA locations, and performing social media strategies that integrate within the larger online strategy. You will be a part of the Digital Channel Service Delivery team that encompasses EA community forums, social support, and the EA Help website

So how does the Operations Manager of Social Support make great experiences for players? They:

• provide overall leadership to social support teams across multiple sites
• Coach their team members by assessing their strengths and development needs, giving feedback, and partnering with direct reports to optimize performance of their teams. They manage team goals, assess training requirements, and understand career development opportunities.
• communicate vision and work on the strategic roadmap for social support channel development
• work with important partners to determine measurements for success and track them including assessment and analysis of social activity to ensure content is on target
• report on measurements that indicate current performance, look for service optimization opportunities to improve the service experience from social support, and prepare our business for future growth and support spikes in demand
• Present analysis and make recommendations to the digital service delivery team and works with other WWCE groups to share expertise and insights to provide input that inform adjacent strategies.
• Promote a culture of continuous improvement through process development and calibration, and maintaining a team where new ideas and solutions are encouraged, evaluated, quantified, and implemented
• Develop relationships with the EA studios and collaborate on social support strategies.

This role is for you, if you:

• present and share information in a way that your audience can easily understand, whether they are new hires or senior leaders
• identify process gaps and work across departments to find solutions
• have an upbeat personality and encourage your teammates
• pay attention to the little things
• lead intentionally and motivate others

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

• minimum of 5 years of people management experience
• minimum of 3 years experience where you accomplished strategy for social media
• knowledge of platforms, APIs, trends, and innovations in the social space
• knowledge of crowd-sourcing best practices and social influencer tactics
• experience using social listening tools is an advantage
• research skills, including the ability to interpret insights and data then translate that data into results
• success in delivering transformational change in a diverse operating environment with the ability to show enthusiasm and encourage staff to view change positively
• strong values, contributing to a culture that values diversity in the workplace
• experience leading by example and motivating teams and individuals to a high level of achievement and to reach their full potential
• game, entertainment, or technology industry experience is helpful