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.

Moderation Operation Manager

Come join us! We’re hiring a Moderation Operations Manager to join EA’s Fan Care Team.

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, we support fans across their EA experiences. We value people who bring new ideas and perspectives to make Fan Care a great place to be and be from. We strive to make EA known for taking care of its fans. We’re fans taking care of fans and people talking to people.

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. 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.

Our Moderation teams are responsible for ensuring safe, fair and fun fan interactions across the EA ecosystem through accurate content moderation across multiple content types.  As a Moderation Operations Manager, you’ll join the Fan Care team and report to the Director of Moderation Operations. You and your team will be responsible for piloting, testing and executing new moderation processes and content types. You will be responsible for the set-up and execution of pilots & tests in an operational environment including participating in design, execution, performance tracking, feedback collection, and success determination. You will lead moderation activities beyond Terms of Service enforcement including moderation of non-EA platforms such as Discord and Steam. .  You will partner closely with Fan Care Product and Program managers, as well as the Community Care leadership team to quickly respond & evolve to meet the moderation needs of EA and our fan communities. 

Responsibilities:

• Manage a team of front-line moderators including setting clear goals, providing feedback, conducting regular 1x1s, and ensuring individual & team performance goals are met. 

• Execute Moderation test & learns and pilots including operational set-up, reporting, and closed loop feedback processes.

• Create an inclusive and positive working environment for all through clear and open communication, a positive approach, and meaningful collaboration.

• Collaborate with product and program managers to develop, improve, and influence the roadmap driving our moderation capabilities.  

• Establish robust data collection and analysis processes to measure impact of pilots and assess team performance.

• Create a team culture of continuous improvement

• Awareness of emerging trends and best practices in community moderation, safety and automation.

Requirements:

• 5-7 years experience managing teams

• Prior experience in online safety, moderation, and/or leading operational pilots  

• Success in leading change in a global operating environment

• Demonstrated ability to work collaboratively across organizations and teams 

• Comfort with ambiguity and the ability to adapt to changing priorities and challenges
  
  

About Electronic Arts

Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.

We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us. We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life. We provide comprehensive benefits packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more. Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.We are a global team of creators, storytellers, technologists, experience originators, innovators and so much more. We believe amazing games and experiences start with teams as diverse as the players and communities we serve. At Electronic Arts, the only limit is your imagination.