Requisition Number: 180968
Position Title: Manager, Analytics
External Description:
Manager of Taxonomy and Site Search
Our Worldwide Customer Experience (WWCE) team exists to help the world play. We support players across the globe in 13+ languages and value employees that will bring new ideas and perspectives to help make WWCE a great place to be and be from. We celebrate diversity and inclusion and aim to create great experiences for our employees as often as our players. We are looking for people that will come to the office or Zoom meeting excited to work and ready for some fun.
And we want you to join us. We are hiring a Manager of Taxonomy and Site Search for our WWCE Customer Success Data and Analytics team, reporting to the Director of Data Science for WWCE.
Position Overview: As the Manager of Taxonomy and Site Search at Electronic Arts, you will shape and improve the taxonomy and ontology of our player facing and backend content and improve the site search functionality to enhance the player support experience. You will help ensure that our players can easily access relevant information, troubleshoot issues, and find solutions and that team members can extract structured insights out of our data.
Responsibilities:
Taxonomy Management:
- Lead a team to develop, manage and govern a structured and intuitive taxonomy for our knowledge base, ensuring accurate categorization of support content.
- Collaborate with partner teams, including content creators, product managers, and UX designers, to align the taxonomy with customer needs and product updates.
- Refine and expand the taxonomy based on user feedback and industry best practices.
Site Search Optimization:
- Collaborate with the Data Science team to manage search algorithms and tools to improve the accuracy and relevance of site search results.
- Manage the analysis of search data and user behavior to identify areas for improvement and implement enhancements to the site search functionality.
- Work with developers to ensure the search infrastructure is robust.
- Collaborate with the UX/UI and Product team to ensure that the search interface is user-friendly and accessible.
- Conduct usability testing and gather user feedback to make continuous improvements.
Content Tagging and Metadata:
- Collaborate with Content Publishing to implement and improve the tagging and metadata process for support content to enhance searchability and discoverability.
- Implement best practices for tagging, including the use of keywords, synonyms, and structured metadata.
Performance Monitoring and Reporting:
- Report on key performance metrics (KPIs) related to taxonomy and site search, such as search click-through rates, relevance scores, and user satisfaction.
- Use data-driven insights to make informed decisions and prioritize improvements.
Leadership:
- Set a vision for the taxonomy and site search team and align team goals to department results
- Build business relationships with important partners to gather their requirements, feedback and buy-in on the vision for the team and ensure their taxonomy and site search needs are met
- Articulate to departmental leadership the needs of the team regarding headcount, tools, training and other resources to succeed
- Hire, onboard, manage and coach team members through feedback and active involvement in their personal development plans
- Foster an inclusive working environment and help build a high-performing team
Qualifications:
- Master’s degree in Information Science, Library Science, Computer Science, or a related field.
- 5-8 years proven experience in taxonomy management and site search optimization, ideally in a customer support or knowledge management role within a large organization.
- Strong understanding of information architecture principles and best practices, including taxonomy and ontology standards such as OWL, RDF, SKOS and ANSI/NISO Z39.19.
- Experience collecting requirements and designing taxonomy use cases through information needs assessment interviews, content analysis, and task and workflow analysis
- Proficiency in using search and taxonomy management tools and software like TopBraid EDG, PoolParty, Protégé, Semaphore, Graphite, Contentful and Optimal Workshop.
- Experience staffing, leading and coaching team members to success
- Knowledge of the video game industry and gaming platforms.
US COMPENSATION AND BENEFITSThe 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 base salary 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, education, qualifications, certifications, experience, skills, geographic location, and business or organizational needs.BASE SALARY RANGES • California (depending on location e.g. Los Angeles vs. Sacramento):$130,250 – $199,400Base salary is just one part of the overall compensation at EA. We also offer a package of benefits including paid time off (3 weeks per year to start), 80 hours per year of sick time, 16 paid company holidays per year, 10 weeks paid time off to bond with baby, medical/dental/vision insurance, life insurance, disability insurance, and 401(k) to regular full-time employees. Certain roles may also be eligible for bonus and equity.
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Community / Marketing Title: Manager of Taxonomy and Site Search
Company Profile:
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.
EEOText:
About Electronic Arts
Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.
We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us. We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life. We provide comprehensive benefit packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more. Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.
Electronic Arts 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, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.
Days Open: 7
Can this position be remote?: 0
EEO Employer Verbiage:
About Electronic Arts
Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.
We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us. We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life. We provide comprehensive benefit packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more. Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.
Electronic Arts 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, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.