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Trust & Safety Compliance Specialist

2 months ago

Bellevue, Washington, United States The Pokémon Company International Careers Full time

About The Pokémon Company International
The Pokémon Company International oversees the Pokémon brand outside of Asia, managing various aspects such as brand management, licensing, marketing, and the Pokémon Trading Card Game. Established in 1996, Pokémon has become one of the leading children's entertainment franchises globally.

Role Overview

  • Position: Organized Play Trust & Safety Specialist
  • Summary: This role involves supporting the Organized Play and Events teams by documenting policies, investigating reports, and creating actionable strategies to foster an inclusive environment while ensuring compliance with established rules. You will be responsible for communication with individuals reporting non-compliance within the Play Pokémon program and managing compliance-related projects.
  • Classification: Exempt (US Only)
  • Management Role: No

Key Responsibilities

  • Serve as a subject matter expert on compliance matters related to the Play Pokémon program.
  • Act as a point of escalation for compliance issues arising from 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 Customer Relationship Management systems, ensuring effective queue maintenance.
  • Document, analyze, and investigate incoming community reports.
  • Oversee appeals related to disciplinary actions taken against individuals.
  • Work alongside PR, Legal, and other stakeholders on high-profile compliance cases.
  • Create and maintain guidelines for implementing disciplinary actions.
  • Generate reports on trends, report volumes, and key performance indicators relevant 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 and facilitate related meetings.
  • Manage compliance-related projects for the Play Pokémon program.
  • Contribute to seminars for the Professor Program and Retail teams, both in-person and online.
  • Handle personal identifiable information (PII) with discretion, adhering to privacy regulations.
  • Represent Trust & Safety at in-person events, assisting with live escalations of sensitive issues.

Qualifications

  • 3 to 5 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.
  • Experience in customer or client service is a plus.
  • Strong attention to detail and accuracy in all responsibilities.
  • Able to work collaboratively in a team and independently when required.
  • Excellent organizational and time management skills.
  • Ability to prioritize and manage multiple projects simultaneously with effective follow-up.
  • Solution-oriented and results-driven mindset.
  • Enthusiastic learner who is proactive in seeking knowledge.

Compensation
The expected salary range for this position is between $83,000 and $98,000, with a full range of $83,000 to $123,000, depending on the candidate's qualifications and experience.

Success Factors

  • Passion for Pokémon: Understand the brand's impact on culture, business, and communities.
  • Curiosity and Creativity: Approach challenges with an innovative mindset.
  • Integrity and Respect: Lead with empathy and take responsibility for actions.
  • Commitment to Quality: Maintain high standards and seek continuous improvement.
  • Relationship Building: Foster collaborative relationships and a team-first mentality.
  • Customer Focus: Understand and prioritize the needs of customers and stakeholders.

Work Environment
Expect an employee-first culture with various company events celebrating the Pokémon spirit, competitive compensation, comprehensive healthcare coverage, generous paid family leave, and a hybrid work environment.