Electronic Arts

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.

Self-Service Channel Coordinator  

We’re hiring a Channel Coordinator to support the execution, maintenance, and optimization of our self-service channels. This role is responsible for supporting channel strategists and managers by actively monitoring and optimizing our existing self-service capabilities and channels. As a part of this role, you will be responsible for reviewing data and using it to coordinate and execute improvements to end-to-end self-service experiences such as FAQs, tools, bots, and automations.  You will work with Self-Service teams, others across the Fan Care organization and our Studio teams to improve the fan experience through analysis, identifying trends, and providing recommendations for self-service content and channel capabilities.  This role directly impacts self-service goals for the number of fans helped and will play a supporting role in defining the experience roadmap for self-service across web, in-game, and in-destination help spaces.   

This role is 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 and perspectives 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.

Primary responsibilities

• Maintain and update content across our channels, ensuring consistency and accuracy.

• Build and manage custom bots, automation flows, and user content mechanisms (e.g., FAQs, personalized content).

• Carry out publishing, and quality verification tasks across all platforms.

• Implement and monitor test-and-learn experiments to optimize engagement and performance.

• Use channel and capability performance data to identify areas for improvement and implement enhancements.

• Help design and coordinate updates for these channels to enhance fan satisfaction and facilitate delivery of the designed outcome or exit point. 

• Develop and maintain comprehensive documentation of all self-service channel operation workflows, ensuring clarity and accessibility for stakeholders.

• Work across teams including content management, channel strategy, and localization to ensure timely updates and alignment with broader strategies.

• Present updates and keep stakeholders informed on progress toward goals and targets.

Additional responsibilities

• Communicate data effectively and maintain relevant documentation for stakeholders.

• Act as a product expert for assigned self-service channels and capabilities. 

Skills and Experience

• Experience with and in-depth knowledge of social platform management tools (Khoros, Sprout Social, etc.)

• Experience with and in-depth knowledge of Helpshift and its capabilities. 

• Experience with and in-depth knowledge of multimedia platforms and management tools (YouTube, TikTok, etc.)

• Familiarity with Content Management Systems or Customer Relationship Management software. 

• Experience in journey mapping, and designing and optimizing experiences and processes 

• Experience with formal or informal project management

• Experience with data collection and analysis, including the ability to interpret insights and data, communicate results to others, and translate data into actionable results

• Personal management skills including setting priorities and managing time

• Excellent communication skills