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 a Director of Moderation Operations to 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 sites
* Develop team members through assessment, feedback, and partnership
* Influence product, IT, and marketing roadmaps through collaboration
* Identify opportunities for automation to improve efficiency and accuracy
* Maintain industry knowledge on products and services
* Encourage innovation from concept to implementation
* Work with executive teams to prioritize initiatives
* Play a key role in the Community Care leadership team
If this role is for you, then you are:
* Creative: You seek out-of-the-box solutions
* Proactive: You lead plans and provide recommendations
* Efficient: You implement improvements swiftly and effectively
* Curious: You ask questions and investigate situations
* Collaborative: You work well with others and value diverse ideas
* Leadership-oriented: You motivate teams and influence positively
* Passionate: You prioritize customer experience in decisions
* Strategic: You plan with a long-term vision in mind
Required skills and experience include:
* 10+ years managing teams
* 5+ years in a contact center environment
* Experience leading transformational change globally
* Proven success in achieving ambitious goals
About Electronic Arts
EA 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-18808-Ljbffr