Community Moderation & Care Program Manager, Moderation Emerging Issues

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.

#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 Community Moderation & Care Program Manager, Moderation Emerging Issues.

We’re looking for someone to promote high-quality interactions with our Player Policy & Moderation Operations organizations to drive awareness, understanding, and near real-time calibration of player safety policies in response to current world events, making sure we are able to meet the safety needs of our fan communities. This role will create and implement the emerging issue moderation process and be responsible for driving organizational awareness of current issues, terms, and discussions that are occurring globally in our fan communities that could be deemed disruptive or unsafe based on player policy. This information will be used to drive accuracy in our moderation activities and act as a feedback loop for partner organizations including studio and policy teams. This role will partner closely with Community Moderation & Care Leadership, Player Safety Policy teams, Product Managers and Program Managers to quickly respond & evolve to meet the needs of EA and our fan communities. 

As part of this role, you may need to review sensitive and potentially disturbing content including but not limited to vulgar language, hateful conduct, violence, and other graphic content. We will minimize the impact of this content to the extent that we can and have resources to support your mental wellbeing, should you need it.

You will be part of EA’s Fan Care organization and will report to the Director of Community Moderation & Care Programs. The Fan Care organization strives to make EA known for taking care of its fans. We’re fans taking care of fans and people talking to people – whenever, wherever, and however they need us.

So how does the Community Moderation & Care Program Manager, Moderation Emerging Issues make great experiences for fans? They:

• Develop close working relationships with policy and studio teams that enable quick responses
• Act as a subject matter expert on player policy and primary point of contact for new and emerging moderation issues
• Drive awareness around current events and terms that could drive disruption in EA’s fan communities
• Navigate the complex nuances of policy enforcement in a dynamic and constantly changing entertainment environment
• Make data-driven decisions to improve our response times and policy updates to better meet the needs of our communities
• Provide recommendations to filter lists based on real world events & changes in community language
• Work with partner organizations to understand policy evolution and adjust program deliverables accordingly
• Understand and evangelize the why behind player policies to ensure Community Moderators have the information needed to accurately resolve fan disputes
• Influence Community Moderation & Care strategy based on policy expertise

If this role is for you, then you are:

• Creative: You find out-of-the-box/non-traditional solutions.
• Proactive: Provide recommendations and take the lead on plans to change.
• Efficient: Implement new ways of doing things faster, better.
• Curious/Inquisitive: Investigate the current situation and ask the relevant questions.
• Collaborative: Work well with peers and motivated by different ideas.
• Passionate: The customer experience drives your decisions.

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

• 2 years experience in program or project management
• Success leading long term programs across a global organization
• Success identifying key program deliverables and achieving them