Organized Play Trust & Safety Specialist

Get to know The Pokémon Company International

The Pokémon Company International, a subsidiary of The Pokémon Company in Japan, manages the property outside of Asia and is responsible for brand management, licensing, 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.

Learn more online at corporate.pokemon.com and pokemon.com. And check out X (x.com/pokemon), LinkedIn (linkedin.com/company/Pokémon), YouTube (youtube.com/pokemon), and Instagram (instagram.com/pokemon).

Get to know the role

• Job Title: Organized Play Trust & Safety Specialist
• Job Summary: Work to support the Organized Play and Events teams to document policies, investigate and document reports, and create actionable items to ensure an inclusive environment and uphold rules compliance. Own communications with individuals who are reporting non-compliance in the Play! Pokémon program. Manage projects within the scope of compliance for Play! Pokémon.
• FLSA Classification (US Only): Exempt
• People Manager: No

What you’ll do

• Subject matter expert for compliance in relation to the Play! Pokémon program
• Act as escalation point for Play! Pokémon Retail, Professor, Premier Events, and CS teams regarding compliance issues
• Partner with the Business Systems team to evaluate and improve existing Compliance tools and process
• Curate and manage content shared through CRM, as well as queue maintenance and ownership of it
• Document, analyze, and review incoming reports from the community and conduct investigations
• Handle disciplinary action appeals from those who have been penalized
• Collaborate with PR, Legal, and other relevant stakeholders on high profile cases
• Guideline creation and document maintenance for applying disciplinary actions
• Generate reports on trends, incoming volume of reports, and all relevant KPI related to Trust & Safety
• Collate, record and summarize post event evaluations to ensure required documentation is received and reviewed
• Create presentations, reports, and training on Trust & Safety initiatives and facilitate meetings regarding the content
• Manage projects related to compliance for the Play! Pokémon program
• Contribute to in person and online seminars for the Professor Program and Retail teams
• Create and manage localization requests for FIGS mailings
• Handle PII discreetly and securely while adhering to privacy laws
• Travel to in person events to represent Trust & Safety, assisting with live escalations regarding emergent and sensitive issues

What you’ll bring

• Three (3) to five (4) years of relevant professional experience or a demonstrated equivalent level of expertise.
• Demonstrated experience with helpdesk support to end users
• Proficiency in Microsoft Office Suite.
• Expected domestic and international travel will be 15-20% of this job.
• Experience with current Play! Pokémon programs a plus.
• Customer or Client Service experience is a plus.
• Acute attention to accuracy and detail in all aspects of responsibilities.
• Ability to work in a team environment and the initiative to work independently.
• Strong organizational and time management skills.
• Must be able to prioritize, handle multiple projects at one time, and have excellent follow up skills.
• Must be solution-oriented and results driven.
• Eager learner who is not afraid to ask questions.

How you’ll be successful

• Passion for Pokémon: Develops an understanding of the Pokémon brand, the impact it has on our people, culture, business, fans, and communities, and applying that knowledge and passion to everything you do.
• Challenging the Expected: Approaches challenges with curiosity and creativity, embracing the possibility of failure as an opportunity to learn something new, develop innovative ideas, solve complex problems and identify unique opportunities.
• Integrity and Respect: Demonstrates integrity and respect by leading with empathy, listening to others, seeking out different perspectives, and taking personal responsibility for decisions, actions, and results.
• Dedicated to Quality: Takes ownership to maintain and promote high standards, looks for new ways to learn and improve, and embraces a growth mindset to seek and apply feedback from others in an effort to continuously improve.
• Building Relationships: Develops and strengthens relationships, adopting a “team first” mentality and working collaboratively to solve problems and meet shared goals.
• Delighting Customers: Listens and understands the interests and needs of our customers and stakeholders, making them feel heard and important, and embracing these learnings to continue delivering a unique Pokémon experience.

What to expect

• An employee first culture
• Company events that celebrate the spirit of Pokémon
• Competitive cash-based compensation programs
• Base salary range: For this role, new hires generally start between $83,000 to $98,000. The full range is $83,000-$123,000. This range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and professional experience uniquely.
• 100% employer-paid healthcare premiums for you
• Generous paid family leave
• Employer-paid life insurance
• Employer-paid long and short-term income protection insurance
• US Employees: 401k Employer Matching
• UK/IRE Employees: Pension Employer Contributions
• Fitness reimbursement
• Commuter benefit
• LinkedIn learning
• Comprehensive relocation package
• Hybrid work environment

The above statements are intended to describe the general nature and level of work being performed by people assigned to this role. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required. Employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. For roles in the United Kingdom, candidates will need the right to work. In some cases, and for some roles, the Company may be able to arrange a visa. For roles in Ireland, this role requires candidates to have the right to live and work in the Republic of Ireland. However, we welcome applications from all nationalities and may consider supporting an employment permit application, in appropriate and suitable cases.