Operations Analyst Intern
June 2025 - September 2025
Austin, TX (Remote, Full-time)
Problem Statement:
What is the root cause driving the high Contact Per Case (a key metric of efficiency in resource allocation) in the Apex Legends game title?
Electronic Arts (EA) is a leading video game company founded in 1982, best known for its popular franchises like FIFA, Madden NFL, and The Sims, with a global presence across console, PC, and mobile platforms.
I spent the summer of 2025 working under Terri Shively, the Director of Community Moderation & Care Programs.
Step 1: Initial Data Analysis
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Preliminary Dataset Exploration
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Create a personal Tableau dashboard that links to Salesforce's live-updated data source
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Primary Research
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Design and lead 10+ user interviews with key stakeholders involved in Contact per Case
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Quality Manager, Moderators, Moderation Operators, Anti-Cheat Engineers, ToS Specialists, etc.
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Step 2: Build Hypothesis
Step 3: In-Depth Data Analysis
Step 4: Recommendation on Implementations
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Contents can't be included due to NDA
Impact
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Led and presented a problem briefing and implementation strategy to 30+ Apex Legends developers, shaping decision-making at scale
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Identified and escalated a critical issue to the VP of Fan Care, driving visibility at the executive level
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Uncovered gaps in data collection practices and redefined key performance indicators, enabling more accurate measurement and maximizing business impact