Electronic Arts, Inc Sr. Manager, Social Media Support in Galway, Ireland

#WeAreEAand 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 celebratediversity and inclusionby creating a place where you can come to work and be yourself.

We want you to join us! We’re hiring a Senior Manager of Social Media Support.

This role is part of EA’s Customer Experience organization, which is making EA known for taking care of its players. We’re players helping players, people helping people – whenever, wherever, and however they need us.

We’re seeking an exceptional self-starter that has a proven track record in leading the strategy for multi-channel customer support, with emphasis on social channels. This person will be responsible for managing a group of social media teams in multiple EA locations. They will be responsible for developing the strategy for our social support channels and creating the roadmap for our growing social media presence.

So how does the Senior Manager of Social Media Support make great experiences for players? They:

  • provide overall leadership to social media support teams across multiple sites

  • coach and develop their team members by accurately assessing their strengths and development needs, giving timely and specific feedback, and partnering with direct reports to optimize performance of their teams. They manage team objectives, assess training requirements, and understand career development opportunities.

  • develop and follow a strategic roadmap for social support channel development

  • work with key stakeholders to define KPIs for success and track them including assessment and analysis of social activity to ensure content is on target and effective

  • report on KPIs that measure current performance, look for service optimization opportunities to continually improve the service experience from social support, and prepare our business for future growth so we can grow to support spikes in demand

  • presents analysis, and make recommendations to the Senior Director of Service Delivery and wider Operations leadership team.

  • drive a culture of continuous improvement by establishing and maintaining a high performing team where new ideas and solutions are encouraged, evaluated, quantified and implemented

  • develop and maintain relationships with the EA studios and collaborate on social media strategies.

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

  • minimum of 8 years of people management experience

  • minimum of 5 years’ experience where you developed strategy for social media in a business environment

  • demonstrated knowledge of platforms, APIs, trends, and innovations in the social media space

  • strong knowledge of crowd-sourcing best practices and social influencer tactics

  • experience using social listening tools is an advantage

  • research skills, including the ability to interpret insights and data then translate that data into actionable results

  • success in delivering transformational change in a diverse operating environment with the ability to show enthusiasm and encourage staff to view change positively

  • a strong sense of personal integrity, contributing to a culture that values diversity in the workplace

  • experience leading by example and motivating teams and individuals to a high level of achievement and to reach their full potential

  • a confident communicator who likes to present and can share information in a way that their audience can easily understand it – whether they are new hires or senior leaders.

  • game, entertainment, or technology industry experience is helpful.

Compensation and BenefitsWe offer a highly competitive base salary and benefits package including but not exclusive to; bonus, shares, pension, life assurance, long term disability protection, and games.

At this location, we offer benefits like… competitive base salary and benefits package including but not exclusive to; bonus, shares, pension, life assurance, long term disability protection. Other cool perks include free ice cream and free games!

EA is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status or veteran status. We will also consider for employment qualified applicants with criminal records in accordance with applicable law.