Electronic Arts (EA) · 3 hours ago
Manager, Cross-Functional Integration - Live Fan Care
Austin, TX
Full-time
Hybrid
Senior Level
7+ years expElectronic Arts (EA) creates next-level entertainment experiences that inspire players and fans around the world. The Manager of Live Fan Care - Cross-Functional Integration will ensure unified experiences for fans by coordinating cross-functional efforts and optimizing connection points between Live, Self-Service, and Community teams.
ComputerMobilePublishingVideo GamesWeb Development
Responsibilities
Identify and communicate cross-team dependencies as part of ongoing Live initiatives, partnering with Product, Tech, Self-Service, and Community teams to ensure shared needs are clearly understood and aligned within existing workflows
Identify, scope, document, and prioritize intersections of Live Transformation priorities with Self-Service products and services
Map and coordinate cross-team dependencies for Live programs and projects; track decisions, owners, and timelines
Participate with readiness and change management planning for Live features, releases, and operational changes, proactively identify risks, define mitigations, and maintain decision logs
Plan and deliver change communications so Live teams understand, prepare for, and adopt Self-Service and Community capabilities effectively
Conduct retrospectives after launches; capture lessons learned and drive follow-through on improvements
Maintain the existing TEA (The Experience Atlas) for contact types, desired outcomes, and the ideal support path across Live. Act as the strategist to drive high quality, outcome consistency, and governance standards while driving alignment across Live Teams including Product, Operations, Enablement, VIP, and Executive Escalations. With a data-driven mindset and fan-first perspective, they will identify opportunities for innovation and continuous improvement and guide teams toward impactful solutions. Clear, transparent communication ensures stakeholders remain informed and engaged throughout each initiative. Draft new contact types and map the associated optimal resolution path
Represent Live on cross-functional projects (e.g., Taxonomy requirements) to keep language, routing, and reporting consistent
Use data analysis, observation, and cross-team collaboration to find journey gaps and opportunities across the support ecosystem
Provide tailored reporting and insights throughout the project lifecycle, including pre-delivery projections and post-delivery results, to clearly communicate expected versus realized impact
Spot opportunities for new features or fixes; partner with teams to prioritize the highest-impact work
Advocate for the fan experience across verticals and projects
Keep a fan-first lens while shaping cross-channel solutions and operational plans
Use insights from multiple data sources to find and measure opportunities to shift issues upstream and improve outcomes
Partner closely with Live and Self-Service to test, standardize, and scale repeatable outcomes
Present analysis, influence roadmaps, and report impact to drive decisions
Champion the strategy that increases reach, resolution, and experience recovery while reducing effort and duplication
Qualification
Required
Understanding of Live Fan Care, and the ability to represent Live's interests when assessing readiness, risk, and the impact of Self-Service and Community work
Working knowledge of Self-Service and Community technologies, capabilities, limitations, and internal roadmaps to support Live teams effectively
Ability to identify, scope, document, and prioritize intersections of Live Transformation work with Self-Service and Community products and services
Data analysis skills, including using AI-assisted analysis to accelerate insight development
Journey / process mapping, optimization, and measurement expertise
Database creation/administration familiarity is a plus
7+ years leading cross-functional programs or product operations in CX, support operations, live services, or adjacent product areas (experience with self-service or community ecosystems preferred). Proven cross-functional leadership and influence without direct authority
Hands-on data analysis (e.g., spreadsheets, SQL basics, or BI tools) and comfort leveraging gen-AI to synthesize insights faster
Experience with journey/process mapping, experimentation (A/B testing), and change management
Familiarity with web analytics, taxonomy, routing, and case management/reporting concepts
Strong documentation practices (PRDs/BRDs, runbooks, comms plans, retros)
Preferred
Experience maintaining operational knowledge bases and cross-channel 'connect flows.'
Database creation/administration exposure (schema thinking, governance)
Background in game, live service, or large-scale consumer support environments
Benefits
Healthcare coverage
Mental well-being support
Retirement savings
Paid time off
Family leaves
Complimentary games
Company
Electronic Arts (EA)
Electronic Arts creates next-level entertainment experiences that inspire players and fans around the world. Here, everyone is part of the story.
10001+ employees
H1B Sponsorship
Electronic Arts (EA) has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (139)
2024 (105)
2023 (207)
2022 (233)
2021 (198)
2020 (145)
Funding
Current Stage
Public CompanyTotal Funding
$2.2MKey Investors
TCVTrip Hawkins
2025-09-29Private Equity
2025-09-29Acquired
2019-01-01Post Ipo Equity
Leadership Team
Michael Robinson
SVP EA Digital Platform
Farah Ali
VP and Technology Growth Strategy
Recent News
Business Wire
2026-02-04
Company data provided by crunchbase