Electronic Arts

EA’s Fan Growth organization is responsible for elevating the experiences customers get from our entertainment and maximizing their fun. We’re obsessed with the experiences our fans have with EA. We value people who bring new ideas and perspectives to make Fan Growth a great place to be and be from. We celebrate 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. Within Fan Growth, 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 and perspectives to make Fan Care a great place to be and be from. We celebrate 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. 

Why this role exists:

Electronic Arts’ Fan Care organization supports players across Self-Service, Community, and Live channels. This role ensures those experiences feel unified and intentional. As Manager, Live Fan Care — Cross-Functional Integration, you will identify opportunities to collaborate across Live, Self-Service, and Community to manage and optimize connection points to Live and own mapping fan journeys.

Responsibilities:

Cross-functional coordination - 

• Identify and communicate cross-team dependencies as part of ongoing Live initiatives, partnering with Product, Tech, Self-Service, and Community teams to ensure shared needs are clearly understood and aligned within existing workflows.

• Identify, scope, document, and prioritize intersections of Live Transformation priorities with Self-Service products and services.

• Map and coordinate cross-team dependencies for Live programs and projects; track decisions, owners, and timelines.
  

Readiness & change management - 

• Participate with readiness and change management planning for Live features, releases, and operational changes, proactively identify risks, define mitigations, and maintain decision logs.

• Plan and deliver change communications so Live teams understand, prepare for, and adopt Self-Service and Community capabilities effectively.

• Conduct retrospectives after launches; capture lessons learned and drive follow-through on improvements.
  

Experience design, documentation & taxonomy - 

• Maintain the existing TEA (The Experience Atlas) for contact types, desired outcomes, and the ideal support path across Live. Act as the strategist to drive high quality, outcome consistency, and governance standards while driving alignment across Live Teams including Product, Operations, Enablement, VIP, and Executive Escalations. With a data-driven mindset and fan-first perspective, they will identify opportunities for innovation and continuous improvement and guide teams toward impactful solutions. Clear, transparent communication ensures stakeholders remain informed and engaged throughout each initiative. Draft new contact types and map the associated optimal resolution path.

• Represent Live on cross-functional projects (e.g., Taxonomy requirements) to keep language, routing, and reporting consistent.
  

Insights & continuous improvement - 

• Use data analysis, observation, and cross-team collaboration to find journey gaps and opportunities across the support ecosystem.

• Provide tailored reporting and insights throughout the project lifecycle, including pre-delivery projections and post-delivery results, to clearly communicate expected versus realized impact.

• Spot opportunities for new features or fixes; partner with teams to prioritize the highest-impact work.

• Advocate for the fan experience across verticals and projects.

Make great experiences for fans - 

• Keep a fan-first lens while shaping cross-channel solutions and operational plans.

• Use insights from multiple data sources to find and measure opportunities to shift issues upstream and improve outcomes.

• Partner closely with Live and Self-Service to test, standardize, and scale repeatable outcomes.

• Present analysis, influence roadmaps, and report impact to drive decisions.

• Champion the strategy that increases reach, resolution, and experience recovery while reducing effort and duplication.

Qualifications:

• Understanding of Live Fan Care, and the ability to represent Live’s interests when assessing readiness, risk, and the impact of Self-Service and Community work.

• Working knowledge of Self-Service and Community technologies, capabilities, limitations, and internal roadmaps to support Live teams effectively.

• Ability to identify, scope, document, and prioritize intersections of Live Transformation work with Self-Service and Community products and services.

• Data analysis skills, including using AI-assisted analysis to accelerate insight development.

• Journey / process mapping, optimization, and measurement expertise.

• Database creation/administration familiarity is a plus.
  

This role is for you, if you are

• Passionate about players: You balance what’s right for fans and the business.

• Data-informed: You use quantitative and qualitative insights (and AI tools) to guide choices.

• Driven & outcomes-oriented: You value adoption and impact over output.

• Curious & systems-minded: You seek root causes and simplify complexity.

• A clear communicator: From executive readouts to squad stand-ups, you bring clarity and momentum.

• Efficient & organized: You design lightweight processes that scale.

• A collaborative leader: You influence across functions, celebrate wins, and raise the bar.

• A process thinker: You naturally break down the steps it takes to deliver an outcome and will apply this thinking to the cross team projects.
  

Requirements:

• 7+ years leading cross-functional programs or product operations in CX, support operations, live services, or adjacent product areas (experience with self-service or community ecosystems preferred).
  Proven cross-functional leadership and influence without direct authority.

• Hands-on data analysis (e.g., spreadsheets, SQL basics, or BI tools) and comfort leveraging gen-AI to synthesize insights faster.

• Experience with journey/process mapping, experimentation (A/B testing), and change management.

• Familiarity with web analytics, taxonomy, routing, and case management/reporting concepts.

• Strong documentation practices (PRDs/BRDs, runbooks, comms plans, retros).
  

Nice to have:

• Experience maintaining operational knowledge bases and cross-channel “connect flows.”

• Database creation/administration exposure (schema thinking, governance).

• Background in game, live service, or large-scale consumer support environments.
  

How we’ll measure success

• Adoption & impact: Uptake of Self-Service/Community capabilities by Live; measurable improvements to AHT, Resolution, and Experience Recovery.

• Fan outcomes: CSAT, experience recovery rate, resolution time, and containment improvements.

• Operational efficiency: Reduction in duplicate work, clearer handoffs, faster readiness cycles.

• Quality & learning: Actioned insights from retros, experiment velocity, and taxonomy/reporting consistency.