Service Delivery Lead

Location: Bellevue, Washington, United States; hybrid work environment

Salary: $95,000–$127,000 starting range per year; full range up to $172,000 per year

Company

hirify.global manages the hirify.global brand outside of Asia, including licensing, marketing, the Trading Card Game, animated television, home entertainment, and the official website.

What you will do

• Coordinate agent coverage, operational readiness, and service continuity across products, regions, channels, and supported languages.
• Support quality assurance programs by analyzing customer feedback, ticket trends, operational data, and quality reviews.
• Monitor vendor adherence to policies, service agreements, performance expectations, and corrective action plans.
• Coordinate incident management, escalation paths, and responses to operational issues and service disruptions.
• Manage operational workflows, including queue monitoring, form administration, CRM operations, and agent provisioning.
• Prepare vendor performance reports, KPIs, forecasting insights, operational documentation, and process guidance.

Requirements

• Five to seven years of experience in customer service operations, service delivery, vendor management, quality assurance, operational reporting, or contact center support.
• Bachelor’s degree or equivalent experience.
• Strong analytical, organizational, and problem-solving skills.
• Experience with outsourced or vendor-supported customer service operations, statements of work, work orders, and corrective actions.
• Experience with quality assurance, performance management, operational reporting, call coding trees, and incident reports.
• Experience coordinating multiple stakeholders and using CRM platforms, preferably Zendesk.

Culture & Benefits

• Hybrid work environment and company events.
• 100% employer-paid healthcare premiums for US employees.
• Generous paid family leave and employer-paid life, long-term, and short-term income protection insurance.
• 401(k) employer matching for US employees.
• Fitness reimbursement, commuter benefits, and LinkedIn Learning.
• A comprehensive relocation package may be available for certain roles.