Electronic Arts

Senior Director, Live Fan Care 

Fan Care exists to make EA known for taking care of our fans by… 

• Helping our fans get into and get the most fun from their games 

• Helping our fans recover from breaks in their experiences

• Satisfying when we can’t resolve 

• Ensuring clean, safe, and positive environments for our communities of fans to engage

The Senior Director of Live Care and VIP Engagement leads teams who deliver fan care and engagement of our most valuable fans. They lead the vision, strategy, and execution of how we enable live Fan Care delivery to keep our fans in their experience and maximize their fun. This role reports directly to the VP of Fan Care. This role leads both the end-to-end live Fan Care experience - how we enable, deliver, measure, and monitor quality service - and VIP Engagement experiences. Ultimately, the Sr. Director of Live Fan Care is responsible for transforming how we serve fans with live 1:1 care. 

They’re also responsible for: 

• Live transformation vision, strategy, execution, and reporting 

• Delivering the plan of helping more fans, more efficiently every year through excellent operational execution 

• Connecting a dynamic, multi-year product roadmap to Fan Care’s vision and other vertical roadmaps 

• Delivering products that enable transformation within organizational constraints (budget, resources, prioritization against strategic priorities, etc.) 

• Delivering repeatable and scalable VIP product 

• Delivering evolved VIP programs that reach more fans and drive quantifiable impact 

• Managing service partners, workforce planning and operational performance 

• Operational planning, management, and execution of service delivery 

• Working closely with Self-Service leaders to move repeatedly resolvable issues 

Qualifications:

• Track record of building inclusive, high-performing teams

• Proven experience efficiently managing effective operating and people systems, leveraging resources to innovate and transform, and enabling people to do their best work

• Systems thinker who understands the complex dependencies and interconnections of the work you’re doing with the rest of the org and the true impact on fans 

• Proven delivery of results impacting fan and employee experiences, engagement and retention

• Demonstrated capability of successfully working with and influencing executive teams and external stakeholders (studios, marketing, tech teams, etc.)

• Ability to define and drive a big-picture strategy while balancing day-to-day activities, details, and team leadership

• Ability to define and lead implementation of fan experiences that demonstrably impact Fan Care goals

• Success defining and executing against business objectives, operating plans and financial topics

• Excellent storytelling skills, strong operational mindset, attention to detail, and awareness of industry (CX and gaming) trends

Who you are:

• You have an unfailing commitment to doing the right thing - for our fans, our people, and our business.

• You are an authentic leader who is passionate about creating great fan experiences and know how to engage employees to help you deliver.

• You have a positive, flexible outlook and are a solutions-oriented team player.

• You’re self-motivated and enjoy working in a fast-paced, ever-changing, global environment.

• You can create and communicate a clear strategy and vision and execute it.

• You have strong relationships across the company and are known for your influence, collaboration, and ability to drive beneficial outcomes in partnerships.

• You create space for new ideas, innovation, and thoughtful challenges to held beliefs.

• You know how to balance the big picture vision, strategic delegation, and getting into the details.

• You build strong teams and have a commitment to continuous learning and development of yourself and others