Sr. Manager, Customer Service

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.

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

• Lead the Customer Service Operations team, including responsibility for growth, development, and retention of members of the team.
• Work with two existing Customer Service managers and a director to help shape the future of the team at TPCi.
• Generate strategic plans for scaling and transforming the Customer Service Operations team as necessary to support current and future business needs.
• Work with product teams to help make experiences and products better so that fans connect through the joy of Pokémon.
• Evaluate tooling, particularly our CRM, to determine if it will suit present and future needs.
• Focus on fan insights by collecting, analyzing, and summarizing information and trends across multiple product teams to help drive product decisions.
• Use our fan insights to evangelize customer-focused metrics and product lifecycle improvements throughout TPCi, guiding the company to consistent measurements of customer experience.
• Normalize our service offerings so that we can provide a consistent quality of service for our 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 larger efforts towards safety and civility within the Pokémon community, including moderation.
• Travel to the second quarterly to support that portion of the team.

• Demonstrated leadership capabilities, both as a leader of teams and as a leader of projects with 10+ years of experience.
• Extremely strong people management skills, previously demonstrated at all phases of a team's lifecycle (inception, growth, steady state).
• Strong knowledge management experience, including demonstrated experience designing, implementing, and managing knowledge management systems.
• Strong experience with using Zendesk and a deep understanding of its capabilities.
• Experience concurrently leading teams in at least two of EMEA, APAC, and AMER.
• Communication skills that allow you to comfortably work at multiple levels of the organization, adapting your communication style to the target audience.
• Strong track record managing global Customer Service functions with outsourced front line support.
• Experience in delivery of large-scale projects involving interaction with a broad spectrum of functions.
• Experience managing vendors at all phases of the vendor lifecycle.
• Results oriented approach with a strong customer focus.
• Ability to work in a highly matrixed environment and identify, define, and resolve organizational issues.
• Proven ability to manage and resolve crises, ensuring minimal disruption to customer service operations.
• Growth mindset with the ability to adopt new practices and spearhead adoption with emphasis on quality and execution.

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. This range is applicable for the labor market where the role is intended to be hired. The final base salary is directly related to the candidate's qualifications and professional experience uniquely.

#LI-MW1 #LI-Hybrid

• 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.

• An innovative culture driven by impact, delivering meaningful outcomes.
• 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.
• US Employees: 401k Employer Matching.
• UK/IRE/MX Employees: Pension Employer Contributions.
• Fitness reimbursement.
• LinkedIn learning.
• Comprehensive relocation package for certain roles.
• 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.

The Pokémon Company International is committed to the inclusion of all qualified applicants for consideration in our job application process. If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview, or to otherwise participate in the hiring process, please contact the Talent Acquisition team at accommodationrequest_ta@pokemon.com .

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