Join to apply for the Sr. Manager, Customer Service role at The Pokémon Company International
Overview
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 corporate.pokemon.com and pokemon.com.
Role
Job Title: Sr. Manager, Customer Service
Job Summary: This role is a key leader and customer advocate responsible for maintaining high standards of service for external customers reporting into our Director of Customer Operations. They manage the Customer Service Operations team, a new team within Customer Service which is responsible for managing our BPOs, providing escalation support, producing reporting, and providing content services to the rest of the Customer Service team. Overall, Customer Service is responsible for assisting product teams in creating a world-class customer experience, resolving and escalating issues as necessary, working with internal partners to drive issues to resolution, and reporting on customer sentiment. The team supports all types of customer experience, from retail sales to digital games. It is split between our Bellevue and Dublin offices.
People Manager: Yes
What You’ll Do
* Lead the Customer Service Operations team, including growth, development, and retention of team members.
* Collaborate with two existing Customer Service managers and a director to shape the future of the team at TPCi.
* Generate strategic plans for scaling and transforming the Customer Service Operations team to support current and future business needs.
* Work with product teams to improve experiences and products so fans connect through the joy of Pokémon.
* Manage major vendors, including our first tier customer support BPOs.
* Evaluate tooling, particularly our CRM, to determine fit for present and future needs.
* Focus on fan insights by collecting, analyzing, and summarizing information and trends across multiple product teams to drive product decisions.
* Use fan insights to evangelize customer-focused metrics and product lifecycle improvements throughout TPCi, guiding the company to consistent measurements of customer experience.
* Standardize service offerings to provide consistent quality for internal customers and a consistent work experience for customer service employees.
* Invest in processes and technology with an eye towards scaling by streamlining activities, processes, and improving productivity.
* Identify, develop, and sustain partnerships with other organizations at TPCi, with our parent company TPC, and with partner organizations.
* Deliver strategic leadership and tactical support for the company's broader efforts towards safety and civility within the Pokémon community, including moderation.
* Travel to the second quarterly to support that portion of the team.
What You’ll Bring
* Demonstrated leadership capabilities, with 10+ years of experience.
* Extremely strong people management skills across all phases of a team’s lifecycle.
* Strong knowledge management experience, including designing, implementing, and managing knowledge management systems.
* Strong experience with Zendesk and a deep understanding of its capabilities.
* Experience leading teams in at least two of EMEA, APAC, and AMER.
* Communication skills enabling work at multiple levels of the organization.
* Strong track record managing global Customer Service functions with outsourced front line support.
* Experience delivering large-scale projects involving multiple functions.
* Experience managing vendors across all phases of the vendor lifecycle.
* Results-oriented with a strong customer focus.
* Ability to work in a highly matrixed environment and resolve organizational issues.
* Proven ability to manage and resolve crises with minimal disruption to operations.
* Growth mindset with ability to adopt new practices and drive adoption with emphasis on quality and execution.
Base Salary
Base Salary Range: For this role, new hires generally start between 97,000 EUR - 114,950 EUR per year. The full range is 97,000 EUR - 145,000 EUR per year. The final base salary is related to the candidate’s qualifications and experience.
How You’ll Be Successful
* Passion for Pokémon: Develops an understanding of the Pokémon brand and applying that knowledge to actions.
* Challenging the Expected: Approaches challenges with curiosity and creativity, embracing learning from failures.
* Integrity and Respect: Demonstrates integrity and respect by leading with empathy and listening to others.
* Dedicated to Quality: Maintains high standards and seeks continuous improvement.
* Building Relationships: Develops strong collaborative relationships and teamwork.
* Delighting Customers: Listens and understands customer needs to deliver a unique Pokémon experience.
What To Expect
* Innovative culture driven by impact and meaningful outcomes.
* Company events and recognition of Pokémon culture.
* Competitive compensation and benefits including healthcare premiums covered by the employer.
* Generous paid family leave and employer-paid life, long-term, and short-term disability protection.
* 401k matching (US) / Pension contributions (UK/IRE/MX).
* Fitness reimbursement and commuter benefits.
* LinkedIn Learning and relocation support for certain roles.
* Hybrid work environment.
EEO and Additional Information
The above statements describe the general nature and level of work; they are not an exhaustive list of responsibilities. For roles in the United Kingdom and Ireland, candidates must have the right to work. The company may support visa arrangements in appropriate cases. The Pokémon Company International is committed to inclusion and provides accommodations upon request via accommodationrequest_ta@pokemon.com.
#J-18808-Ljbffr