Intern - Moderation Operations Analyst

Job Description

EA's Fan Care organization exists to inspire the world to play. We support fans across the globe. We value people who will bring new ideas and perspectives to help make Fan Care a great place to be and be from. We celebrate diversity and inclusion. It's just as important for us to create great experiences for our people as for our fans.

This role fosters positive fan community experience, through the elimination and mitigation of negative and aggressive fans from our community spaces.

Reporting to a Community Moderation Team Manager or Senior Team Manager, you will work within our Moderations Operations team to improve fan experiences by moderating petitions and disputes form our fans. In this role you will be expected to:
• Foster positive fan experiences by identifying inefficiencies in moderation workflows and implementing process improvements that eliminate or reduce negative fan interactions.
• Participate in testing and learning cycles by evaluating new moderation tools, workflows, and policies, providing actionable feedback, and ensuring successful implementation of improvements.
• Meet and exceed set KPIs in productivity, adherence, quality, and accuracy while maintaining high standards in content moderation decisions.
• Review and investigate reports of disruptive behavior and ensure compliance with established moderation policies and procedures.
• Assist with account penalty disputes, processing them in full alignment with the dispute resolution procedures.
• Ensure consistency and coherence by adhering to all internal and external moderation protocols and policies.
• Provide support to other departments or studios by handling scheduled requests and contributing to cross-team collaborations.
• Complete ad hoc reports and projects related to moderation efficiency and fan experience improvements.
• Analyze content moderation data to detect trends, report game anomalies, and provide actionable insights for the improvement of moderation workflows.
• Conduct threat and risk assessments on product functionalities and behavioral trends to proactively address emerging issues.
• Act as a point of contact for moderation-related issues and collaborate with team members to resolve escalations effectively.
• Be proactive in developing industry knowledge to stay ahead of moderation trends, tools, and best practices.
• Champion quality moderation that ensures a safe, welcoming, and enjoyable environment for all fans.

Skills and Experiences Needed:
• Ability to thrive in a fast-moving and changing environment, with a track record of adapting to evolving priorities and challenges.
• Proven ability to meet the highest operational performance standards in content moderation or related fields.
• Strong critical thinking and analytical skills, with the ability to derive insights from data to inform and improve moderation workflows.
• Exceptional and professional communication skills, ensuring clear and concise interaction with cross-functional teams and fans.
• An appetite for innovation and a proactive approach to problem-solving, always looking for opportunities to improve fan experiences.
• Demonstrated initiative and ownership in previous roles, with a focus on driving positive outcomes in moderation or support-related tasks.

If you are passionate about fostering safe and positive fan communities, committed to process improvement, and excited to learn from industry experts, we'd love to have you join our team as a Moderation Operations Analyst Intern.

US COMPENSATION AND BENEFITS

The base salary ranges listed below are for the defined geographic market pay zones in these states. If you reside outside of these locations, a recruiter will advise on the base salary range and benefits for your specific location.

EA has listed the hourly pay ranges it in good faith expects to pay applicants for this role in the locations listed, as of the time of this posting. Salary offered will be determined based on numerous relevant business and candidate factors including, for example, degree type (e.g. Bachelor's, Master's, PhD), what stage you are in your degree journey (i.e. freshman, sophomore, etc.), qualifications, certifications, experience, skills, geographic location, and business or organizational needs.

HOURLY PAY RANGES
• California (depending on location e.g. Los Angeles vs. Sacramento):
º $19 - $29 USD Hourly
• New York (depending on location e.g. Manhattan vs. Buffalo):
º $19 - $29 USD Hourly
• Jersey City, NJ :
º $19 - $29 USD Hourly
• Colorado (depending on location e.g. Denver vs. Colorado Springs):
º $18 - $24 USD Hourly
• Washington (depending on location e.g. Seattle vs. Spokane):
º $19 - $24 USD Hourly

The pay is just one part of the overall compensation at EA. We also offer a package of benefits including 80 hours per year of sick time (prorated based on scheduled hours per week if less than full-time), 16 paid company holidays per year, medical insurance, and 401(k). Interns in California are also eligible for Voluntary Disability Insurance.

Jobcode: Reference SBJ-d2w657-3-135-214-11-42 in your application.