Vendor Operations Lead

The Pokémon Company International•Bellevue, WA

2d•$95,000 - $172,000•Hybrid

About The Position

The Vendor Operations Lead enables high-quality customer support across products, supported regions, and languages. Working with team members, Product Support Leads, vendors, and Customer Service leadership, this role supports vendor operations, quality assurance programs, service delivery processes, incident management, and continuous improvement. The position helps ensure vendor performance, operational readiness, and compliance with quality and service standards. It participates in an on-call rotation and may require support outside normal business hours during critical incidents or emergencies. This is an individual-contributor role. The position partners with Product Support Leads to ensure coverage and service continuity, analyzes customer and operational data, supports vendor performance and corrective actions, and coordinates responses to operational issues. It also maintains documentation and operational workflows, reports on vendor performance and KPIs, supports agent provisioning and security compliance, and facilitates vendor meetings.

Requirements

Five to seven years of professional experience in customer service operations, vendor management, quality assurance, operational reporting, or contact center support environments.
Bachelor's degree or equivalent experience.
Strong analytical, organizational, and problem-solving skills.
Experience 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, including top drivers and trends.
Experience supporting customers across channels such as phone, chat, email, and social media.
Experience coordinating work across multiple stakeholders and business functions.
Experience working with CRM platforms.

Nice To Haves

Experience with Zendesk.

Responsibilities

Partner with Product Support Leads and 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 vendors adhere to policies, service agreements, and performance expectations; escalate concerns and support corrective action plans as needed.
Partner with Customer Service leadership, Product Support Leads, and vendors to recommend and implement improvements to 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.
Develop and communicate operational reports, vendor performance metrics, and KPIs to support forecasting, resource planning, and continuous improvement.
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.
Participate in an on-call rotation and provide support outside normal business hours during critical incidents or emergencies when required.