Welcome to the Funko-verse, a world built on pure imagination, a
land governed by the philosophy that stories matter, a universe
comprised of characters from countless fandoms, a galaxy of once
upon a times and happily ever afters.
But what does Funko do?
Funko is a purveyor of pop culture, making and selling
license-focused collectibles. We’re based in Everett, WA where we
have a store that delights kids of all ages (kids at heart
included). We currently hold hundreds of licenses for franchises
ranging from Marvel to Harry Potter, giving us the rights to create
tens of thousands of characters—one of the largest portfolios in
the pop culture and collectibles industry. We take your favorite
characters and turn them into adorable, or sometimes scary,
collectible figures. Our most famous line, Pop! Vinyl, has millions
of fans around the world.
The Director of Customer Service has the ownership of the
Customer Service function for Funko’s Wholesale and Direct to
Consumer business, driving the mission of best in class support
across the organization. This role plays a key leadership role
within the Operations team and has oversight of 25 team members.
The Customer Service team works in close partnership with Funko
Sales team and is responsible for critical activities in the Order
to Cash cycle to ensure a positive customer experience &
maintenance of order book integrity. Team functions include
customer data maintenance, order entry status & maintenance,
customer portal maintenance, direct interaction with our wholesale
and consumer customer base, and collaboration with internal
Your Superpowers in Action
Develop, execute, and continually improve the vision and
strategy for Funko Customer Service.
Cultivate and maintain a positive team atmosphere that drives
talent development and growth. Lead and manage direct reports, with
leadership responsibilities for approximately 25 people.
Partner with Sales, Planning, and Supply Chain leadership to
identify, communicate, and drive key actions required to maintain a
clean order book.
Provide business representation within all technology
initiatives that impact the Customer Service function. This
involves strategy and roadmap development, business requirements,
user testing, training, and adoption.
Development and maintenance of all business processes within the
Customer Service function, with acute focus on efficient and
Partner with Sales Operations in creation and maintenance of key
metrics to support Sales activities.
Partner with Customer Compliance team to ensure that all
customer specific processes are documented and adopted by the
Customer Service team.
Create, foster and manage strong cooperative relationships with
all departments in support of the smooth, timely and accurate flow
of sales orders.
Contribute to and support negotiations with key customer
accounts regarding customer requirements and resultant
organizational ‘cost to serve’.
Develop KPI’s and Scorecards to monitor effectiveness of key
processes impacting customer service and adjust where needed. Own
Executive level reporting and presentations regarding KPI’s.
Identifies root cause issues impacting performance, builds
mandate for resolution in repeatable manner
Builds out e-commerce customer service capabilities, deploying
multi-media tools & driving excellence in response times and
general consumer satisfaction.
Responsible for ensuring order book integrity and general
validity of sales orders (dates, quantities etc)
Ensures maintenance of the Customer master records in compliance
Must-Have Superhero Gadgetry
10 years of experience in both Wholesale and D2C organizations
with demonstrated leadership experience of high growth Customer
High degree of business acumen. Ideal candidate will have a
solid understanding of wholesale and e-commerce business within a
fast-moving consumer goods space.
Minimum 5 years working with industry standard CRM and ERP
tools; chat and social media tools.
Experience working in a metrics-driven environment with
responsibility creating and executing plans to achieve desired
Proven ability to provide leadership through influence.
Exceptional skills in overcoming status-quo and driving effective
Strong verbal, written and presentation skills. Ability to speak
with influence and impact. Ability to present and articulate
effectively across all levels of the organization.
Bachelor’s degree or equivalent combination of education and/or
professional business experience required
What Funko Offers
Funko offers a competitive compensation package with full
benefits and a 401(K) plan with matching contributions from the
company. Most importantly, we offer a creative work environment
with people who love pop culture just as much as you do. Can’t wait
to gush about your latest binge? Neither can we! Looking for a
place where your favorite pop culture t-shirt will receive the
compliments it deserves? We know how you feel!
Funko is an equal opportunity employer. We know that every
superhero has a unique origin story and the diversity of these
stories enrich what we do. All applicants will be considered for
employment without attention to race, color, religion, sex, sexual
orientation, gender identity, national origin, veteran or
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