Organized Play Compliance Specialist

2 weeks ago

Redmond, Washington, United States The Pokémon Company International Full time

About The Pokémon Company International

The Pokémon Company International, a branch of The Pokémon Company in Japan, oversees the brand outside of Asia, focusing on brand management, licensing, marketing, the Pokémon Trading Card Game, the animated series, home entertainment, and the official Pokémon website. Since its inception in Japan in 1996, Pokémon has become one of the leading children's entertainment franchises globally.

Role Overview

  • Position Title: Organized Play Trust & Safety Specialist
  • Summary: Support the Organized Play and Events teams by documenting policies, investigating reports, and creating actionable items to foster an inclusive environment and ensure compliance with established rules. Manage communications with individuals reporting non-compliance within the Play Pokémon program and oversee compliance-related projects.
  • Classification: Exempt (US Only)
  • Management Role: No

Key Responsibilities

  • Serve as the subject matter expert on compliance for the Play Pokémon program.
  • Act as the escalation point for compliance issues related to Play Pokémon Retail, Professor, Premier Events, and Customer Support teams.
  • Collaborate with the Business Systems team to assess and enhance existing compliance tools and processes.
  • Manage and curate content shared through CRM, ensuring proper queue maintenance.
  • Document, analyze, and review reports from the community, conducting thorough investigations.
  • Address disciplinary action appeals from individuals who have faced penalties.
  • Work with PR, Legal, and other stakeholders on high-profile compliance cases.
  • Create and maintain guidelines for disciplinary actions.
  • Generate reports on trends, report volumes, and key performance indicators related to Trust & Safety.
  • Summarize post-event evaluations to ensure all necessary documentation is collected and reviewed.
  • Develop presentations, reports, and training materials on Trust & Safety initiatives, facilitating relevant meetings.
  • Manage compliance-related projects for the Play Pokémon program.
  • Contribute to both in-person and online seminars for the Professor Program and Retail teams.
  • Oversee localization requests for communications.
  • Handle personally identifiable information (PII) with discretion, adhering to privacy regulations.
  • Travel to events to represent Trust & Safety, assisting with urgent and sensitive issues.

Qualifications

  • Three to five years of relevant professional experience or equivalent expertise.
  • Specialized experience in trust and safety concerning player and community behavior.
  • Experience in helpdesk support for end users.
  • Proficiency in Microsoft Office Suite.
  • Willingness to travel domestically and internationally (15-20% expected).
  • Familiarity with current Play Pokémon programs is advantageous.
  • Customer service experience is a plus.
  • Strong attention to detail and accuracy in all responsibilities.
  • Ability to work collaboratively in a team and independently.
  • Excellent organizational and time management skills.
  • Ability to prioritize and manage multiple projects effectively.
  • Solution-oriented and results-driven mindset.
  • Eager to learn and ask questions.

Success Factors

  • Passion for Pokémon: Understands the brand's impact on culture, business, and communities, applying this knowledge to all tasks.
  • Innovative Thinking: Approaches challenges with curiosity and creativity, viewing failures as learning opportunities.
  • Integrity and Respect: Leads with empathy, listens actively, and takes responsibility for actions and outcomes.
  • Commitment to Quality: Maintains high standards and seeks continuous improvement through feedback.
  • Relationship Building: Fosters strong relationships and collaborates effectively to achieve shared goals.
  • Customer Focus: Understands and addresses the needs of customers and stakeholders, ensuring they feel valued.

Work Environment

  • Employee-first culture.
  • Company events celebrating the spirit of Pokémon.
  • Competitive compensation packages.
  • Comprehensive healthcare coverage.
  • Generous family leave policies.
  • Employer-sponsored life and income protection insurance.
  • Retirement plan contributions.
  • Fitness reimbursement programs.
  • Commuter benefits.
  • Access to learning and development resources.
  • Flexible work arrangements.

The above statements describe the general nature and level of work performed by individuals in this role. They are not exhaustive and may include additional responsibilities as needed.

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