Sr. Manager, Customer Service

Overview

Sr. Manager, Customer Service role at The Pokémon Company International

The Pokémon Company International, a subsidiary of The Pokémon Company in Japan, manages brand management, licensing, marketing, the Pokémon Trading Card Game, the animated TV series, home entertainment, and the official Pokémon website. Pokémon is a globally recognized children's entertainment property. Learn more at corporate.pokemon.com and pokemon.com.

Get to know the 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. Customer Service supports all types of customer experiences, from retail to digital products. The team operates across Bellevue and Dublin.

What You'll Do

• Lead the Customer Service Operations team, including responsibility for 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.
• Develop strategic plans to scale and transform the Customer Service Operations team to meet 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 first-tier customer support BPOs.
• Evaluate tooling, especially our CRM, to determine fit for present and future needs.
• Focus on fan insights by collecting, analyzing, and summarizing information to inform product decisions.
• Use fan insights to advocate customer-focused metrics and product lifecycle improvements across TPCi.
• Standardize service offerings to provide consistent quality for internal customers and a positive work experience for agents.
• Invest in processes and technology to scale by streamlining activities and improving productivity.
• Develop partnerships with other organizations at TPCi, with our parent company TPC, and with partner organizations.
• Provide strategic leadership and tactical support for safety and civility initiatives within the Pokémon community, including moderation.

What You'll Bring

• 10+ years of leadership experience leading teams and projects.
• Strong people management skills across all stages of a team's lifecycle.
• Knowledge management experience, including designing and managing knowledge systems.
• Experience with Zendesk and understanding of its capabilities.
• Experience leading teams in at least two of EMEA, APAC, and AMER.
• Strong communication skills for multiple levels of the organization.
• Track record managing global Customer Service functions with outsourced front-line support.
• Experience delivering large-scale projects involving cross-functional collaboration.
• Vendor management experience across the vendor lifecycle.
• Results-oriented with a strong customer focus.
• Ability to work in a highly matrixed environment and resolve organizational issues.
• Proven crisis management abilities to minimize disruption to operations.
• Growth mindset with the ability to adopt and promote new practices focused on quality and execution.

Base Salary Range

For this role, new hires generally start between 97,000 EUR and 114,950 EUR per year. The full range is 97,000 EUR – 145,000 EUR per year. The final base salary relates to the candidate's qualifications and experience.

How You'll Be Successful

• Passion for Pokémon and a deep understanding of the brand, culture, fans, and communities.
• Challenge the status quo with curiosity and creativity to develop innovative ideas and solutions.
• Integrity and respect, leading with empathy and inclusive collaboration.
• Commitment to quality and continuous improvement with a growth mindset.
• Build and nurture relationships with a team-first mentality.
• Delight customers by listening to and addressing their needs, delivering a unique Pokémon experience.

What To Expect

• Innovative culture driven by impact and meaningful outcomes.
• Company events celebrating Pokémon spirit.
• Competitive compensation and 100% employer-paid health premiums.
• Generous paid family leave and employer-paid life insurance.
• Employer-paid long/short-term disability coverage.
• Retirement benefits and pension contributions where applicable.
• Fitness reimbursement and commuter benefits.
• Access to LinkedIn learning and relocation support for certain roles.
• Hybrid work environment.

The above statements describe the general nature of work and are not exhaustive. For roles in the United Kingdom or Ireland, candidates must have the right to work. The company may assist with visas where appropriate.

The Pokémon Company International is committed to inclusion and equal opportunity in our hiring process. If you require reasonable accommodation to complete a job application, please contact the Talent Acquisition team with the provided accommodation request contact.

Seniority level

• Director

Employment type

• Full-time

Job function

• Other

Industries

• Entertainment Providers

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