This job might no longer be available.

Customer Service Delivery Manager

Get to know The Pokémon Company International

The Pokémon Company International, a subsidiary of The Pokémon Company in Japan, manages the property outside of Asia and is responsible for brand management, licensing, marketing, the Pokémon Trading Card Game, the animated TV series, home entertainment, and the official Pokémon website. Pokémon was launched in Japan in 1996 and today is one of the most popular children's entertainment properties in the world.

Learn more online at Pokemon.com and on Facebook (facebook.com/pokemon), YouTube (youtube.com/pokemon), Twitter (twitter.com/pokemon), and Instagram (instagram.com/pokemon).

Get to know the role

Job Title: Service Delivery Manager

Job Summary: The Customer Service Delivery Manager (SDM) works to enable our support team to provide year-round support and continuous improvement of products, enabling the organization to deliver experiences that delight our customers. The SDM is responsible for the management of day-to-day support delivery for our entire portfolio of product and service offerings. This role will work with product support leads, content editors, management, and our vendors to ensure efficient and high-quality end user customer support across all languages and regions. The SDM will be responsible for developing and enforcing the quality standards for all end user support interaction.

FLSA Classification (US Only): Exempt

People Manager: No

What you’ll do

• Manage queue workflow and incident routing across all products, service offerings, supported countries and languages to ensure proper agent coverage and availability. Shape the flow of incoming support inquiries to ensure issues are addressed within agreed timeframe (SLA).
• Introduce and oversee quality monitoring activities (ticket verbatim, surveys, content quality feedback, etc.) to identify areas of improvement and provide a per-product offering snapshot of customer likes, dislikes, and pain points to be shared with the supportability team and the product development groups.
• Develop agent service delivery (the actual interaction with the public) policy standards and audit vendor adherence to our statement of work (SOW). Recommend and enact vendor corrective actions as needed.
• Work with Customer Service (CS) management, support leads and content editors to recommend and implement fundamental changes to support delivery with emphasis on quality, cost reduction, and internal/external support satisfaction.
• Work together with the CS team to identify and isolate emerging issues and develop a plan to efficiently resolve them.
• Work with Support Leads to implement and maintain the consistency and integrity of issue coding.
• Engage with internal stakeholders to integrate customer service and social media strategies.
• Coordinate early response to emerging issues identified by the support agents.
• Assist management in budget and forecast planning.
• Maintain the integrity of our system by ensuring proper agent security protocols area followed, maintain the master policy and agent onboarding and separation documentation, and manage special access for agents as needed.
• Lead vendor-facing meetings and syncs to ensure knowledge is distributed promptly and at the proper level. Ensure agents issues and suggestion are surfaces and suggest beneficial process, policy and tool changes.
• Seek ways to align best practices across the support portfolio.
• Collaborate with product stakeholder teams to develop and iterate KPIs and support policies.
• Contribute to the team’s long-term development roadmap and to key strategies such as incident reduction, customer satisfaction and global policy adherence.

What you’ll bring

• Five (5) to seven (7) years of related professional experience.
• Bachelor's degree or equivalent experience required.
• Experience in developing SOW, work orders and corrective actions.
• Experience with agent calibration (feedback, scoring, etc.)
• Experience developing call coding trees and incident reports (top drivers, trends, etc.)
• Experience supporting a broad range of customers across a range of media (phone, chat, email, social media, etc.)

How you’ll be successful

• Passion for Pokémon: Develops an understanding of the Pokémon brand, the impact it has on our people, culture, business, fans, and communities, and applying that knowledge and passion to everything you do.
• Challenging the Expected: Approaches challenges with curiosity and creativity, embracing the possibility of failure as an opportunity to learn something new, develop innovative ideas, solve complex problems and identify unique opportunities.
• Integrity and Respect: Demonstrates integrity and respect by leading with empathy, listening to others, seeking out different perspectives, and taking personal responsibility for decisions, actions, and results.
• Dedicated to Quality: Takes ownership to maintain and promote high standards, looks for new ways to learn and improve, and embraces a growth mindset to seek and apply feedback from others in an effort to continuously improve.
• Building Relationships: Develops and strengthens relationships, adopting a “team first” mentality and working collaboratively to solve problems and meet shared goals.
• Delighting Customers: Listens and understands the interests and needs of our customers and stakeholders, making them feel heard and important, and embracing these learnings to continue delivering a unique Pokémon experience.

What to expect

• An employee first culture
• Company events that celebrate the spirit of Pokémon
• Competitive cash-based compensation programs
• 100% employer-paid healthcare premiums for you
• Generous paid family leave
• Employer-paid life insurance
• Employer-paid long and short-term income protection insurance
• Fitness reimbursement
• Commuter benefit
• LinkedIn learning
• Comprehensive relocation package
• Hybrid work environment

The above statements are intended to describe the general nature and level of work being performed by people assigned to this role. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required. Employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. For roles in the United Kingdom, candidates will need the right to work. In some cases, and for some roles, the Company may be able to arrange a visa. For roles in Ireland, this role requires candidates to have the right to live and work in the Republic of Ireland. However, we welcome applications from all nationalities and may consider supporting an employment permit application, in appropriate and suitable cases.

#LI-MW1 #LI-Hybrid