Get to know the role

Job Title: Service Delivery Lead

Job Summary: The Service Delivery Lead (SDL) enables delivery of high-quality customer support across all products, supported regions, and languages. Working closely with other Service Delivery team members, Product Support Leads, vendors, and Customer Service leadership, the SDL supports vendor operations, quality assurance programs, service delivery processes, incident management activities, and continuous improvement initiatives. The role helps ensure vendor performance, operational readiness, and adherence to established quality and service standards. The SDL participates in an on-call rotation and may be required to provide support outside normal business hours during critical incidents or emergencies.

FLSA Classification (US Only): Exempt

People Manager: No

What you'll do

• Partner with Product Support Leads (PSLs) and Service Delivery team members to ensure agent coverage, operational readiness, and service continuity across products, regions, channels, and supported languages.
• Support quality assurance programs and analyze customer feedback, ticket trends, operational data, and quality reviews to identify risks, root causes, and opportunities for improvement.
• Ensure vendor adherence to policies, service agreements, and performance expectations, escalating concerns and supporting corrective action plans as needed.
• Partner with Customer Service leadership, PSLs, and vendors to recommend and implement improvements that enhance service quality, operational efficiency, and customer satisfaction.
• Support incident management processes, maintain escalation paths, and coordinate responses to emerging operational issues and service disruptions.
• Create and maintain operational documentation, procedures, vendor-facing guidance, and support process standards.
• Manage operational workflows, including queue management, workflow monitoring, form administration, CRM operations, and agent provisioning activities.
• Develop and communicate operational reports, vendor performance metrics, and KPIs, providing insights that support forecasting, resource planning, and continuous improvement efforts.
• Ensure agents are onboarded, offboarded, appropriately provisioned, and compliant with security protocols and operational requirements.
• Facilitate vendor meetings, communicate operational updates, review performance and agent feedback, and promote alignment of processes, standards, and best practices across the support portfolio.

What you'll bring

• Five (5) to seven (7) years of professional experience in customer service operations, service delivery, vendor management, quality assurance, operational reporting, or contact center support environments.
• Bachelor's degree or equivalent experience required.
• Strong analytical, organizational, and problem-solving skills.

• Experience in creating or managing statements of work, work orders, and corrective actions.
• Experience working with outsourced or vendor-supported customer service operations.

• Experience supporting quality assurance, performance management, or operational reporting programs.
• Experience developing call coding trees and incident reports (top drivers, trends, etc.)

• Experience supporting a broad range of customers across different channels (phone, chat, email, social media, etc.)
• Experience coordinating work across multiple stakeholders and business functions.
• Experience working with CRM platforms, preferably Zendesk.

Base Salary Range: For this role, new hires generally start between $95,000.00 - $127,000.00 per year. The full range is $95,000.00 - $172,000.00 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-Hybrid #LI-MK1

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 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.
• Commuter benefit.
• 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.