Service Delivery Lead: Vendor & Quality Ops (Hybrid)

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

Benefits offered by this job

Hybrid work environment

Competitive compensation

100% healthcare premiums

Job summary

The Pokémon Company International in Seattle is seeking a Service Delivery Lead to supervise high-quality customer support across products and regions. You will collaborate with PSLs, vendors, and leadership to assure coverage, define standards, and drive continuous improvement.

This role requires on-call support during critical incidents and a strong focus on metrics and process excellence. Responsibilities include managing vendor performance, QA programs, incident management, documentation,

Qualifications

• Five to seven years in customer service operations or service delivery.
• Bachelor's degree or equivalent experience.
• Strong analytical and problem-solving skills.
• Experience with statements of work, work orders and corrective actions.
• Experience with outsourced/vendor-supported customer service operations.
• Experience developing incident reports and call coding trees.
• Experience across multiple channels (phone, chat, email, social).

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

Customer service ops

Vendor management

Quality assurance

Operational reporting

Incident management

CRM platforms

Zendesk

On-call support

Education

Bachelor's degree

Tools

Zendesk

Job description

The Pokémon Company International in Seattle is seeking a Service Delivery Lead to supervise high-quality customer support across products and regions. You will collaborate with PSLs, vendors, and leadership to assure coverage, define standards, and drive continuous improvement.

This role requires on-call support during critical incidents and a strong focus on metrics and process excellence. Responsibilities include managing vendor performance, QA programs, incident management, documentation,