Service Delivery Lead — Customer Support & Operations

Pokemoncareers; Bellevue (WA); Hybrid; USD 95,000 - 172,000; Full time

Benefits offered by this job

Healthcare premiums covered

Hybrid work environment

401k matching

Relocation package

Commuter benefit

Fitness reimbursement

Job summary

The Pokémon Company International in Bellevue, WA seeks a Service Delivery Lead to orchestrate high-quality customer support across products, regions, and languages. You will collaborate with PSLs, vendors, and leadership to ensure vendor performance, readiness, and adherence to service standards.

You’ll support incident management, create process docs, and drive continuous improvement in service delivery, while participating in on-call rotations as needed.

Qualifications

• Five to seven years in customer service operations, service delivery, vendor management, quality assurance, or contact center environments.
• Bachelor's degree or equivalent required.
• Strong analytical, organizational, and problem-solving skills.

Responsibilities

• Partner with PSLs and Service Delivery team to ensure agent coverage, readiness, and service continuity.
• Support QA programs, analyze feedback and metrics to identify risks and opportunities.
• Ensure vendor adherence to policies and performance expectations; escalate and implement corrective actions.

Skills

Customer service operations

Vendor management

Quality assurance

Operational reporting

Contact center support

Education

Bachelor's degree or equivalent

Tools

Zendesk

Job description

The Pokémon Company International in Bellevue, WA seeks a Service Delivery Lead to orchestrate high-quality customer support across products, regions, and languages. You will collaborate with PSLs, vendors, and leadership to ensure vendor performance, readiness, and adherence to service standards.

You’ll support incident management, create process docs, and drive continuous improvement in service delivery, while participating in on-call rotations as needed.