Director, Operations

3 weeks ago

Galway, Ireland Gamecompanies Full time

Director, Operations (Community, Moderation and Care)You will be part of EA's Fan Care organization, which exists to help fans enjoy their games to the fullest.We support fans across their EA experiences, from onboarding new players to resolving issues and ensuring online safety.We value diversity and inclusion, striving to create a welcoming environment for both our team and our players.We are seeking aDirector of Moderation Operationsto lead our moderation efforts.This role involves promoting high-quality team engagement, enhancing the Community Moderation and Policy Enforcement experience, and increasing transparency and engagement within our fan communities.You will oversee the Moderation Operations Organization, managing daily operations related to Machine Labeling, Community Moderation, and Terms of Service enforcement.A key part of this role is fostering a culture of continuous improvement, piloting new methods, and collaborating with teams like Player Safety, Communications, Product, and Program Management to adapt to moderation needs.You will report to the Senior Director of Community Care and be a vital member of EA's Fan Care organization, which is dedicated to taking care of EA fans and creating positive interactions.How does the Director of Moderation Operations create great experiences for fans?They:Provide leadership to multidisciplinary teams across global sitesDevelop team members through assessment, feedback, and partnershipInfluence product, IT, and marketing roadmaps through collaborationIdentify opportunities for automation to improve efficiency and accuracyMaintain industry knowledge on products and servicesEncourage innovation from concept to implementationWork with executive teams to prioritize initiativesPlay a key role in the Community Care leadership teamIf this role is for you, then you are:Creative: You seek out-of-the-box solutionsProactive: You lead plans and provide recommendationsEfficient: You implement improvements swiftly and effectivelyCurious: You ask questions and investigate situationsCollaborative: You work well with others and value diverse ideasLeadership-oriented: You motivate teams and influence positivelyPassionate: You prioritize customer experience in decisionsStrategic: You plan with a long-term vision in mindRequired skills and experience include:10+ years managing teams5+ years in a contact center environmentExperience leading transformational change globallyProven success in achieving ambitious goalsAbout Electronic ArtsEA offers a diverse portfolio of games and experiences worldwide, fostering an environment of adaptability, resilience, creativity, and curiosity.We support our teams through leadership, learning opportunities, and a comprehensive benefits program that promotes overall well-being.We are committed to equal opportunity employment and inclusive workplace practices, considering qualified applicants regardless of background or characteristics protected by law.#J-*****-Ljbffr

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