Sr Manager, Terms of Service Operations

We are a global team of creators, storytellers, technologists, experience originators, innovators and so much more. We believe amazing games and experiences start with teams as diverse as the players and communities we serve. At Electronic Arts, the only limit is your imagination.

#WeAreEA and we exist to inspire the world to play. EA values creativity, pioneering, passion, determination, learning, and teamwork. We mean things like acting with curiosity, speaking up with original ideas, and committing to each other as one team. 

We’re looking for all the best kinds of people to make great experiences for our players. The best people want a job that inspires them, while giving them room to enjoy their lives. And we want to give them that. We celebrate diversity and inclusion by creating a place where you can come to work and be yourself.

And we want you to join us. We’re hiring a Senior Manager, Terms of Service Operations

We’re looking for someone to promote high-quality team engagement, transform the Terms of Service Operations, using automation as an opportunity to increase organizational efficiency, while creating an internal culture of continuous improvement. This role will lead the Terms of Service Operations and be responsible for the execution of the day-to-day operations for Terms of Service policy enforcement. This role will partner closely with Global Affairs Player Safety policy teams, Product Managers and Program managers, as well as the Community Moderations & Care leadership team to quickly respond & evolve to meet the terms of service needs of EA and our fan communities. 

You will be part of EA’s Fan Care organization and will report to the Director of Moderation Operations. The Fan Care organization strives to make EA known for taking care of its fans. We’re fans taking care of fans and people talking to people – whenever, wherever, and however they need us.

So how does the Sr Manager of Terms of Service Operations make great experiences for fans? They:

• lead the Terms of Service Operations management team and operations organization
• manage the day to date operations of including capacity planning, plan execution, and KPI achievement
• Optimize automation opportunities to increase organizational efficiency and performance while improving accuracy to meet the growing demand to keep our fan communities safe
• develop team managers through regular coaching, feedback, and 1x1s
• influence organizational priorities and KPIs as the leader of the Terms of Service Operations
• promote positive working relationships and a collaborative work environment. 
• partner with multiple global organizations teams to influence product, IT, and policy decisions
• maintain a level of safety product knowledge across the industry
• create a culture of continuous improvement by encouraging new ideas and solutions from concept to implementation
• play a central role in the Moderations Operations leadership team

If this role is for you, then you are:

• Creative: You find out-of-the-box/non-traditional solutions.
• Pro-active: Provide recommendations and take the lead on plans to change.
• Efficient: Implement new ways of doing things faster, better.
• Curious/Inquisitive: Investigate the current situation and ask the relevant questions.
• Collaborative: Work well with peers and motivated by different ideas.
• A leader: Encourage team collaboration, promote enthusiasm and use the power of influence.
• Passionate: The customer experience drives your decisions.
• Strategic: See a long-term vision and design solutions with the future in mind.

If you’re interested, you’ll need these skills or experiences:

• 7 years' experience managing teams
• 5-7 years' experience in online safety management or call center operations
• Success in leading change in a global operating environment
• Success driving teams to delivery on stretch goals