Service Delivery Lead — Hybrid | Vendor & QA Ops

The Pokémon Company International; Bellevue (WA); Hybrid; USD 95,000 - 172,000; Full time

Benefits offered by this job

100% employer-paid healthcare premiums

Generous paid family leave

Employer-paid life insurance

Employer-paid long and short-term feel

401k Employer Matching

Fitness reimbursement

Commuter benefit

LinkedIn learning

Comprehensive relocation package for 某

Hybrid work environment

Job summary

The Pokémon Company International is seeking a Service Delivery Lead to ensure high-quality customer support across products, regions, and languages. You will collaborate with PSLs, vendors, and leadership to drive vendor performance, readiness, and adherence to standards.

You will participate in on-call rotations, manage vendor relationships, and develop operational reports and guidance to continuously improve service delivery and customer satisfaction.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Vendor management

Quality assurance

Operational reporting

CRM platforms

Analytical skills

Organizational skills

Problem-solving

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Job description

The Pokémon Company International is seeking a Service Delivery Lead to ensure high-quality customer support across products, regions, and languages. You will collaborate with PSLs, vendors, and leadership to drive vendor performance, readiness, and adherence to standards.

You will participate in on-call rotations, manage vendor relationships, and develop operational reports and guidance to continuously improve service delivery and customer satisfaction.