Vendor Operations Lead - Quality & Incidents (Hybrid)

The Pokémon Company International; Bellevue (WA); Ibrido; USD 95.000 - 172.000; Tempo pieno

Vantaggi offerti da questo lavoro

Hybrid work environment

401k matching

Healthcare premiums paid

Generous paid family leave

Employer-paid life insurance

Relocation assistance

LinkedIn learning

Descrizione del lavoro

The Pokémon Company International seeks a Vendor Operations Lead to enable high-quality customer support across products, regions, and languages. You will collaborate with PSLs, vendors, and leadership to drive service continuity, vendor performance, and incident management while shaping QA and process standards.

The role requires 5–7 years in customer service operations or vendor management, a Bachelor's degree, and strong analytical skills.

Competenze

• 5–7 years of experience in customer service operations or vendor management.
• Bachelor's degree or equivalent experience.
• Strong analytical, organizational, and problem-solving skills.
• Experience with statements of work, work orders, and corrective actions.
• Experience with outsourced or vendor-supported customer service operations.
• Experience supporting quality assurance, performance management, or operational reporting.
• Experience developing call coding trees and incident reports.
• Experience supporting a broad range of customers across different channels.

Mansioni

• Partner with PSLs and team to ensure agent coverage and readiness.
• Support QA programs and analyze customer feedback and trends.
• Ensure vendor adherence to policies and performance expectations.
• Collaborate with leadership and vendors to improve service quality and efficiency.
• Support incident management processes and escalation paths.
• Create and maintain operational documentation and vendor guidance.
• Manage workflows, queue monitoring, CRM operations, and agent provisioning.
• Develop and communicate vendor performance metrics and KPIs.
• Ensure agents are onboarded/offboarded and compliant with security.

Conoscenze

Customer service operations

Vendor management

Quality assurance

Operational reporting

CRM platforms

Formazione

Bachelor's degree or equivalent experience

Strumenti

Zendesk

Descrizione del lavoro

The Pokémon Company International seeks a Vendor Operations Lead to enable high-quality customer support across products, regions, and languages. You will collaborate with PSLs, vendors, and leadership to drive service continuity, vendor performance, and incident management while shaping QA and process standards.

The role requires 5–7 years in customer service operations or vendor management, a Bachelor's degree, and strong analytical skills.