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General Information

Locations: Austin, Texas, United States of America 
Role ID
208158
Worker Type
Regular Employee
Studio/Department
World Wide Customer Experience
Flexible Work Arrangement
Off Site

Description & Requirements

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.

Senior Director, Live Fan Care 


Fan Care exists to make EA known for taking care of our fans by… 

• Helping our fans get into and get the most fun from their games 

• Helping our fans recover from breaks in their experiences

• Satisfying when we can’t resolve 

• Ensuring clean, safe, and positive environments for our communities of fans to engage


The Senior Director of Live Care and VIP Engagement leads teams who deliver fan care and engagement of our most valuable fans. They lead the vision, strategy, and execution of how we enable live Fan Care delivery to keep our fans in their experience and maximize their fun. This role reports directly to the VP of Fan Care. This role leads both the end-to-end live Fan Care experience - how we enable, deliver, measure, and monitor quality service - and VIP Engagement experiences. Ultimately, the Sr. Director of Live Fan Care is responsible for transforming how we serve fans with live 1:1 care. 


They’re also responsible for: 

  • Live transformation vision, strategy, execution, and reporting 

  • Delivering the plan of helping more fans, more efficiently every year through excellent operational execution 

  • Connecting a dynamic, multi-year product roadmap to Fan Care’s vision and other vertical roadmaps 

  • Delivering products that enable transformation within organizational constraints (budget, resources, prioritization against strategic priorities, etc.) 

  • Delivering repeatable and scalable VIP product 

  • Delivering evolved VIP programs that reach more fans and drive quantifiable impact 

  • Managing service partners, workforce planning and operational performance 

  • Operational planning, management, and execution of service delivery 

  • Working closely with Self-Service leaders to move repeatedly resolvable issues 


Qualifications:

  • Track record of building inclusive, high-performing teams

  • Proven experience efficiently managing effective operating and people systems, leveraging resources to innovate and transform, and enabling people to do their best work

  • Systems thinker who understands the complex dependencies and interconnections of the work you’re doing with the rest of the org and the true impact on fans 

  • Proven delivery of results impacting fan and employee experiences, engagement and retention

  • Demonstrated capability of successfully working with and influencing executive teams and external stakeholders (studios, marketing, tech teams, etc.)

  • Ability to define and drive a big-picture strategy while balancing day-to-day activities, details, and team leadership

  • Ability to define and lead implementation of fan experiences that demonstrably impact Fan Care goals

  • Success defining and executing against business objectives, operating plans and financial topics

  • Excellent storytelling skills, strong operational mindset, attention to detail, and awareness of industry (CX and gaming) trends


Who you are:

  • You have an unfailing commitment to doing the right thing - for our fans, our people, and our business.

  • You are an authentic leader who is passionate about creating great fan experiences and know how to engage employees to help you deliver.

  • You have a positive, flexible outlook and are a solutions-oriented team player.

  • You’re self-motivated and enjoy working in a fast-paced, ever-changing, global environment.

  • You can create and communicate a clear strategy and vision and execute it.

  • You have strong relationships across the company and are known for your influence, collaboration, and ability to drive beneficial outcomes in partnerships.

  • You create space for new ideas, innovation, and thoughtful challenges to held beliefs.

  • You know how to balance the big picture vision, strategic delegation, and getting into the details.

  • You build strong teams and have a commitment to continuous learning and development of yourself and others



About Electronic Arts
We’re proud to have an extensive portfolio of games and experiences, locations around the world, and opportunities across EA. We value adaptability, resilience, creativity, and curiosity. From leadership that brings out your potential, to creating space for learning and experimenting, we empower you to do great work and pursue opportunities for growth.

We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support a balanced life with paid time off and new parent leave, plus free games and so much more. We nurture environments where our teams can always bring their best to what they do.

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.