Electronic Arts

Our EA Experiences group creates seamless, engaging experiences for communities built around world-renowned brands like Apex, Battlefield, and The Sims. We combine expertise in fandom-building, interactive storytelling, and fan care to position our franchises at the center of entertainment. Through culturally relevant content, coordinated journeys, and adjacent experiences, we connect fans worldwide and enrich how they experience EA.

The Senior Manager, EA Entertainment Care Strategist is part of EA’s Fan Care organization that strives to make EA known for taking care of players. We’re looking for a fan-centric leader who owns and delivers a timely care strategy from game idea inception through sunset. You’re responsible for identifying areas of opportunity where we can improve the fan experience, then influence stakeholders to action the plan. You manage a team of four Game Launch and Lifecycle Managers who support EA Entertainment titles. You communicate with all levels of the studio and EA to ensure alignment of business priorities. 

Responsibilities

• Foster relationships with EA Entertainment Studios to understand their business, vision, and goals for growth, as well as areas of opportunity and concern. 

• Review fan care experience and data to identify areas of opportunity where studio, Fan Care, and other teams can independently and collectively improve the fan experience. 

• Own and deliver timely care strategy from early game planning to game sunset.

• Connect Fan Care service delivery strategy with studio strategy to drive quantifiable impact. 

• Lead and inspire a  team of direct reports. Develop an inclusive culture focused on collaboration, clear and consistent feedback, and professional development.

• Influence Fan Care vertical strategy and prioritization with data driven insights to improve the fan experience. 

• Negotiate and communicate details of the fan experience strategy and product feature briefs. 

• Lead semi-annual workshops for EA Entertainment megas with key stakeholders. 

• Point of Contact for strategic conversations and escalations. 

Qualifications

• Deep understanding of CX service delivery - capabilities, operational impact, levers, etc. 

• Strong people leader and developer 

• Service-oriented 

• Analytical, quantitative data-driven, problem solver 

• Able to drive multiple projects and streams of work concurrently while meeting deadlines and maintaining proper documentation and reporting.

• Passionate about games and fan experience

• Ultra-collaborative relationship builder 

• Strong oral and written communicator 

• Change driver