Description & Requirements
Electronic Arts creates next-level entertainment experiences that inspire players and fans around the world. Here, everyone is part of the story—a community that connects across the globe, where creativity thrives, new perspectives are invited, and ideas matter. It’s a team where everyone makes play happen.
You will be part of EA's Fan Care organization, which exists to help fans get the most fun from their games. From onboarding new players to assisting those with issues, we support fans across their EA experiences and ensure online safety. We value innovation and diversity, aiming to create great experiences for both our people and players. We're looking for enthusiastic individuals ready for fun.
Self-Service Channel Coordinator
We’re hiring a Channel Coordinator to support the execution, maintenance, and optimization of our self-service channels. This role involves monitoring and improving our existing self-service capabilities, reviewing data to coordinate enhancements, and working with teams across the organization to improve fan experiences through analysis, trend identification, and recommendations. This role impacts our self-service goals and contributes to defining the experience roadmap across various help spaces.
This position is part of EA’s Fan Care organization, which is committed to enhancing fan engagement and safety. We foster diversity and inclusion, emphasizing a positive environment for our team and fans. We seek individuals eager to contribute and enjoy a dynamic workplace.
Primary Responsibilities
* Maintain and update content across channels for consistency and accuracy.
* Build and manage bots, automation flows, and user content mechanisms such as FAQs and personalized content.
* Perform publishing and quality verification tasks across platforms.
* Implement test-and-learn experiments to optimize engagement and performance.
* Use performance data to identify improvement areas and execute enhancements.
* Design and coordinate channel updates to improve fan satisfaction and facilitate outcomes.
* Create and maintain documentation of self-service workflows for stakeholders.
* Collaborate with content management, strategy, and localization teams for timely updates and alignment.
* Present progress updates to stakeholders regarding goals and targets.
Additional Responsibilities
* Communicate data insights effectively and maintain relevant documentation.
* Act as a product expert for assigned channels and capabilities.
Skills and Experience
* Experience with social platform management tools (e.g., Khoros, Sprout Social).
* Knowledge of Helpshift and its functionalities.
* Experience with multimedia platforms like YouTube and TikTok.
* Familiarity with Content Management Systems or CRM software.
* Experience in journey mapping, experience design, and process optimization.
* Project management experience, formal or informal.
* Proficiency in data collection, analysis, and translating insights into actions.
* Strong personal management skills, including prioritization and time management.
* Excellent communication skills.
About Electronic Arts
EA boasts a diverse portfolio of games and global locations, fostering an environment of adaptability, resilience, creativity, and curiosity. We support your growth through leadership, learning opportunities, and a comprehensive benefits program focused on well-being. We are an equal opportunity employer committed to diversity and inclusion, considering all qualified applicants without regard to protected characteristics and providing accommodations as required by law.
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