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.
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