Service Delivery Lead

Get to know The Pokémon Company International

The Pokémon Company International manages the Pokémon property outside of Asia and is responsible for brand management, licensing and marketing, the Pokémon Trading Card Game, the animated TV series, home entertainment, and the official Pokémon website. Pokémon was launched in Japan in 1996 and today is one of the most popular children’s entertainment properties in the world.

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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

• 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.

• 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.)
• Expe…