Director of Player Operations - EA SPORTS FC
EA SPORTS is one of the world's leading sports entertainment brands, known for top-selling video game franchises, award-winning interactive technology, and cross-platform digital experiences. EA SPORTS creates connected gaming experiences that bring the emotion of sports to life through industry-leading titles, including Madden NFL, EA SPORTS FC, NHL, NBA LIVE, and UFC.
As one of the largest sports entertainment platforms in the world, EA SPORTS FC is redefining football with genre-leading interactive experiences, connecting a global community of fans to The World's Game through innovation and unrivaled authenticity. With more opportunity than ever to design, innovate and create new, immersive experiences that bring joy, inclusivity, and connection to fans everywhere, we invite you to join our passionate and dynamic team as we pioneer the future of football fandom.
The Role
Based out of Vancouver, you will serve as the strategic bridge between the EA Sports FC development studio, Publishing, and Live Service teams, acting as the ultimate champion of player trust. You will establish and refine systems and programs to translate technical development decisions into actionable strategies for player-facing teams; acting as the primary dev-floor liaison to ensure Community teams within Publishing have the context required to defend choices and manage the community at a global scale. You will drive internal accountability for following through on our commitments to players, converting raw community sentiment into prioritized objectives, ensuring the franchise is highly responsive to player needs without compromising development focus or duplicating Publishing’s ownership of external communication and community insights.
Key Responsibilities
Accelerate the strategic vision and operating model for how the FC organization collects, understands, and acts on player feedback.
Increase visibility into why the development team makes certain decisions, enabling a rapid increase in transparency and community trust.
Develop tools and routines to scale the integration of community feedback, consistently embedding the voice of our community into core development.
Improve our response to live-service community crises by ensuring teams understand the severity of issues and driving clear alignment on urgency, development actions, and player-facing communications.
Help shape the Studio's voice, guiding development leaders on community engagement to demonstrate empathy while safeguarding against potential communication risks.
Improve collaboration with our Publishing partners, driving clarity and organizational alignment by acting as the primary gateway to our development teams and prioritizing work streams when needed.
Validate our top opportunities to improve the player experience using qualitative and quantitative methods, applying data-driven insights to help us identify gaps.
Partner with our Publishing, Legal, and Live Operations teams to develop community playbooks for entering new markets, collaborating on regional projects and activations to ensure local authenticity.
Partner closely with our Quality Verification (QV) teams to ensure their focus on game quality directly serves our core communities, and that our feedback processes accurately represent the diverse voices of our players across the game.
Maintain a careful understanding of how to balance the highly vocal feedback of our core players with the needs of new players, applying these insights to build effectively into new markets where we are finding new audiences.
Qualifications & Experience
Extensive Community Experience: 10+ years of professional experience within the video game industry, with a strong operational focus on working within, building, or strategically supporting global player communities.
Gaming & Development Acumen: A deep passion for gaming with a thorough understanding of the game development craft and how online communities organically come together around live-service titles.
Football Fandom: A genuine passion for football and a strong understanding of global football culture, its nuances, and its diverse fanbase.
Leadership in Ambiguity: Proven leadership capabilities with a track record of thriving in highly ambiguous spaces, driving cross-functional alignment, and building structured operational frameworks from the ground up.