Sr. Manager, Customer Service

<p><strong><em>Get to know The Pokémon Company International</em></strong></p> <p>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.</p> <p>Learn more online at <a href="https://corporate.pokemon.com/en-us/" target="_blank">corporate.pokemon.com </a>and <a href="https://www.pokemon.com/us?_gl=1*17cpv5d*_ga*OTgxMzkwODEzLjE3MjcxOTg5NjQ.*_ga_DHWT8DSRN3*MTcyNzE5ODk2My4xLjAuMTcyNzE5ODk2My4wLjAuMA.." target="_blank">pokemon.com</a>.</p> <p><a href="https://linkedin.com/company/pokemon" target="_blank"></a> <a href="https://youtube.com/pokemon" target="_blank"></a> <a href="https://instagram.com/pokemon" target="_blank"></a> <a href="https://x.com/Pokemon" target="_blank"></a></p><p></p> <p><strong><em>Get to know the role</em></strong></p> <p>Job Title: Sr. Manager, Customer Service</p> <p>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. </p> <p>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.</p> <p>People Manager: Yes  </p> <p><strong><em>What you’ll do </em></strong></p> <ul> <li>Lead the Customer Service Operations team, including responsibility for growth, development, and retention of members of the team.</li> <li>Work with two existing Customer Service managers and a director to help shape the future of the team at TPCi.</li> <li>Generate strategic plans for scaling and transforming the Customer Service Operations team as necessary to support current and future business needs.</li> <li>Work with product teams to help make experiences and products better so that fans connect through the joy of Pokémon.</li> <li>Manage major vendors, including our first tier customer support BPOs.</li> <li>Evaluate tooling, particularly our CRM, to determine if it will suit present and future needs.</li> <li>Focus on fan insights by collecting, analyzing, and summarizing information and trends across multiple product teams to help drive product decisions.</li> <li>Use our fan insights to evangelize customer-focused metrics and product lifecycle improvements throughout TPCi, guiding the company to consistent measurements of customer experience.</li> <li>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.</li> <li>Invest in processes and technology with an eye towards scaling by streamlining activities, processes, and improving productivity.</li> <li>Identify, develop, and sustain partnerships with other organizations at TPCi, with our parent company TPC, and with partner organizations.</li> <li>Deliver strategic leadership and tactical support for the company's larger efforts towards safety and civility within the Pokémon community, including moderation.</li> <li>Travel to the second quarterly to support that portion of the team.               </li> </ul> <p><strong><em>What you’ll bring </em></strong></p> <ul> <li>Demonstrated leadership capabilities, both as a leader of teams and as a leader of projects with 10+ years of experience.</li> <li>Extremely strong people management skills, previously demonstrated at all phases of a team’s lifecycle (inception, growth, steady state).</li> <li>Strong knowledge management experience, including demonstrated experience designing, implementing, and managing knowledge management systems.</li> <li>Strong experience with using Zendesk and a deep understanding of its capabilities.</li> <li>Experience concurrently leading teams in at least two of EMEA, APAC, and AMER.</li> <li>Communication skills that allow you to comfortably work at multiple levels of the organization, adapting your communication style to the target audience.</li> <li>Strong track record managing global Customer Service functions with outsourced front line support.</li> <li>Experience in delivery of large-scale projects involving interaction with a broad spectrum of functions.</li> <li>Experience managing ve