Electronic Arts

Terms Of Service (TOS) - Team Manager

#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. 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 Terms of Service - Team Manager.

Our TOS team is responsible for ensuring a safe and fair environment for our players across our games. TOS collaborates with Studios, partners, and numerous departments to implement sanctions and actions on identified accounts, with TOS also being the gateway for those sanctioned accounts to appeal any decisions.  This role is part of EA’s Fan Care organization. The Fan Care organization strives to make EA known for taking care of its players. We’re players taking care of players and people talking to people – whenever, wherever, and however they need us.

You’re the right person for us if you:

- Have a proven track record of meeting and exceeding objectives and expectations
- Are a good leader and motivator. Can inspire and lead others successfully through change (and have before)
- Can effectively manage your own time and workload when working on a variety of tasks, while maintaining strong focus on quality and detail
- Are a great writer, presenter, and communicator
- Create and foster collaborative relationships across all stakeholders through trust and respect
- Know when and how to challenge norms and propose creative solutions
- Are self-motivated and have a desire to succeed, improve, develop, and excel
- Are also a genuinely good-humoured person who is positive and comfortable sharing ideas, feedback, and best practices. You’re approachable and take the time to listen.

So how do our TOS Team Managers make great experiences for our players? They:

- Partner with our recruitment and training teams to interview, select, and onboard the brightest talent

- Deliver business objectives by closely monitoring, evaluating, coaching, and developing their team so they can consistently deliver metrics and KPIs
- Regularly coach and meet with advisors on your team to support them by identifying strengths and opportunities and facilitating career development
- Take a holistic view of the player journey and execute tactical driving of operational excellence
- Create an inclusive and positive working environment for all through clear and open communication, a positive approach, and meaningful collaboration
- Actively seek out and implement continuous improvement initiatives
- Identify and act on opportunities to drive safe and fair environments for our players
- Collaborate with extended stakeholders and groups to drive business improvement opportunities and iterative change

If you’re interested in this role, you’ll need these skills or experiences:

- 1+ years’ experience managing people 

- 5+ years’ experience in customer service or equivalent
- 2+ years’ experience in Terms of Service environments
- Exceptional and professional communication skills, problem-solving skills, and change management skills
- Demonstrated high level of motivation, team orientation, professionalism, and trustworthiness
- Strong attention to detail
- Critical thinker with strong analytical skills & experience. Data-driven, with proficiency in Microsoft Office
- Fluency in both written & verbal English