Regional Manager, CX Support Operations — EMEA 

Leeds / Hybrid - 3 days from office 

About the role: 

You will be the EMEA execution lead for CX Support Operations — owning day-to-day operational delivery and running a ‘Find It | Fix It’ rapid action cadence to spot smoke, remove friction, and protect the post purchase consumer experience. 

This is a hands-on operator role: you will run daily controls and tasking, translate Cx insights into clear defect hypotheses, and drive fast cross-functional fixes with Logistics, DTC/eCommerce, Finance, Fraud, Technology/IT and CX Delivery partners. 

What You’ll Own 

EMEA day-to-day operational execution 

• Run daily/weekly operational routines that keep order support healthy across EMEA markets. 

• Lead triage and prioritisation of live order issues (payments, refunds, returns, carrier escalations, backorders, order corrections, address changes, exception handling). 

• Own the EMEA escalation pathway for operational defects and exceptions: clear intake, severity rules, updates, and closure criteria. 

• Maintain operational controls that reduce risk exposure and consumer harm. 

Find It | Fix It (rapid action continuous improvement) 

• Operate a repeatable ‘Find It | Fix It’ cycle: 

• Find It: detect smoke via Cx signals (contacts, defect tags, WISMO, payment failure trends, refund ageing, carrier scan anomalies, backlog aging). 

• Fix It: drive rapid root-cause, propose the smallest effective fix, mobilise the right partners, confirm impact, then standardise. 

• Build and manage the EMEA defect backlog (what it is, why it matters, who owns it, by when, and how we’ll measure improvement). 

• Drive closure of recurring defects by fixing process, policy, content, tooling, or partner handoffs. 

CX data → insight → action 

• Use CX operational and contact data to: 

• Identify friction and failure demand. 

• Quantify impact (contacts, cost, refunds, SLA misses, delivery promise performance). 

• Prioritise the backlog with clear rationale. 

• Create simple, trusted reporting that tells the story: “what’s broken, what we’re doing, what moved.” 

Partner leadership across EMEA 

• Act as the day-to-day operational partner for Logistics, DTC/eCommerce, Finance, Fraud, and Technology. 

• Create clear working agreements for: 

• Escalations and incident response 

• Ownership of fixes 

• Release/rollout comms to CX Delivery 

• Documentation and training 

Standards, documentation, and enablement 

• Maintain EMEA process and policy documentation (SOPs, playbooks, escalation guides). 

• Enable front-line and Tier 2 teams through: 

• Clear workflows and decision trees 

• Templates/macros/content updates 

• Targeted training for new changes 

Key Relationships 

• Director, Cx Support Operations (manager): priorities, escalation, governance, performance. 

• CX Delivery leaders (BPO and/or in-house): operational outcomes, readiness, training, defect feedback loop. 

• Logistics / Supply Chain / Carriers: delivery exceptions, claims, scan issues, warehouse exceptions. 

• DTC/eCommerce & Order Management: order flows, promise rules, promotions, cancellations, substitutions. 

• Finance / Payments / Fraud: disputes, chargebacks, failed payments, refund controls, risk. 

• Technology / IT / CX Systems: incident response, access governance inputs, defect remediation. 

What Success Looks Like  

Operational control: daily routines in place; escalations are predictable, fast, and closed with clear outcomes. 

• Friction reduction: measurable reduction in EMEA order-related contacts (WISMO, refunds, payment failures, delivery exceptions). 

• Defect closure: an EMEA defect backlog exists with owners and dates; recurring issues are reduced and prevented. 

• Speed to fix: time from ‘smoke spotted’ → ‘fix released’ decreases; fewer repeat incidents. 

• Partner confidence: Logistics/DTC/Finance/IT partners trust the process and see clear value in prioritisation and communication. 

• Team enablement: front-line teams have better tooling, SOPs, and training; less manual firefighting. 

Required Experience 

• 5+ years in CX Operations / Postpurchase operations / eCommerce operations / Logistics exception management. 

• Proven experience running daily operational routines and handling live escalations. 

• Strong analytical capability: turning operational/contact data into clear priorities and actions. 

• Track record delivering process improvement in a matrix environment. 

• Comfort working across multiple EMEA markets and nuances. 

Preferred Experience 

• DTC or omnichannel retail experience. 

• Exposure to OMS/CRM and contact center tooling (no deep engineering required). 

• Experience working with payments (Klarna/PayPal/Braintree), refunds/returns, and carrier escalation paths. 

• Experience operating incident response / defect management cadence. 

#LI-HYBRID

Overview 

We are seeking a CX Systems Developer Lead to design, build, and scale integrated consumer experience solutions across Salesforce Service Cloud and our Enterprise CCaaS platform (Zoom, experience with Genesys or Amazon Connect is also relevant).  
 
This is a hands-on role focused on developing workflows, APIs, and automation that connect CRM, contact center, and enterprise systems to deliver a seamless, omnichannel consumer journey. 

You will work at the intersection of CRM, CCaaS, integrations, and AI, contributing to intelligent automation, conversational experiences, and data-driven workflows that improve both consumer and agent outcomes. 

You will lead AI solutions that leverage structured and unstructured data across multiple repositories to enable intelligent automation and contextual consumer interactions. 

You will lead the design from architecture through implementation, including integration patterns, data flow design, and automation strategy. 

Candidates who hold or are actively pursuing Salesforce certifications are strongly encouraged to apply. 

Key Responsibilities 

• CX Systems Development & Architecture 

• Lead and implement CX technology solutions across Salesforce Service Cloud and an Enterprise CCaaS platform (Zoom) that enables scalable and intelligent service operations. 

• Lead and maintain: 

• IVR and intelligent routing logic 

• Workflow automation and case management processes 

• Service workflows across omnichannel consumer interactions 

• System integrations across CRM, CCaaS, and enterprise systems 

• Support solutions that support a seamless omnichannel consumer journey across voice, messaging, chat, and digital channels. 

• Partner with product owners and CX stakeholders to translate business requirements into technical, workflows, and automation solutions that improve operational efficiency and consumer satisfaction. 

CX Platform Integration & Orchestration 

• Design and build and maintain integrations that enable seamless communication between Salesforce Service Cloud, CCaaS platforms, and adjacent enterprise systems. 

Responsibilities include: 

• Contribute to implementing integration patterns (synchronous, asynchronous, event-driven) to support scalable and resilient CX workflows. 

• Build and maintain API-based integrations between CRM, CCaaS, and enterprise platforms 

• Implementing event-driven workflows and automation across CX systems 

• Integrating CX platforms with enterprise systems such as: 

• order management systems 

• identity and authentication services 

• product or support knowledge repositories 

• analytics and reporting platforms 

• Ensuring real-time data synchronization across CX platforms to maintain a unified consumer view 

• Troubleshooting and resolve integration issues to ensure reliability, scalability, and performance 

AI, Digital Automation & Conversational Systems 

Contribute to the design and implementation of AI-driven automation capabilities across CX platforms to improve service efficiency and consumer experience. 

Examples include: 

• Conversational AI chatbots and virtual agents 

• Intelligent routing and AI-assisted triage 

• Sentiment analysis and agent guidance tools 

• Knowledge-driven automation leveraging internal documentation and support content 

• Digital self-service capabilities across chat, messaging, and web channels 

• Contribute to the design of retrieval and knowledge access patterns that enable AI systems to leverage enterprise knowledge sources effectively. 

Contribute to workflows that enable AI systems to surface insights from multiple knowledge repositories, including: 

• CRM case history 

• knowledge bases 

• support documentation 

• product information repositories 

Collaborate with CX, data, and engineering teams to integrate AI-powered insights and predictive models into service workflows. 

Platform Administration & Governance 

Support the configuration of Salesforce Service Cloud and enterprise CCaaS platform (Zoom) to ensure reliable performance and scalability. 

Responsibilities include: 

• maintaining system configurations and environments with SOX-compliant permissions and security controls 

• supporting sandbox and release management 

• change management and governance practices 

• monitoring system health and performance 

Ensure platform configurations follow best practices for scalability, maintainability, and security. 

Consumer Journey & Data Optimization 

Support CX systems aligned with the end-to-end consumer lifecycle and service journey. 

Design data flows that ensure customer interaction data remains: 

• accurate 

• structured 

• accessible for analytics 

• usable for automation and AI-driven insights 
   

Support reporting frameworks and dashboards that provide operational and strategic visibility into CX performance. 

Identify friction points in service workflows and design technology solutions that improve both consumer satisfaction and agent productivity. 

Innovation & Continuous Improvement 

Continuously evaluate emerging technologies that enhance the CX ecosystem, including: 

• AI-driven service automation 

• conversational AI platforms 

• workflow orchestration tools 

• predictive analytics 

 
Lead proof-of-concept initiatives that modernize CX capabilities. 

Collaborate cross-functionally with CX operations, product teams, IT, and analytics teams to drive platform improvements. 

Required Qualifications 

5+ years of experience in CX systems development, CRM platform engineering, or similar CX platform administration. 

Hands-on experience configuring and supporting enterprise CCaaS platforms with platforms such as Zoom CCaaS, Genesys, or Amazon Connect 

Hands-on experience designing and implementing solutions within Salesforce Service Cloud, including: 

• flows and workflow automation 

• case management configuration 

• data modeling 

• integration development 
   

Candidates who hold or are actively pursuing Salesforce certifications are strongly encouraged to apply. 

Proven experience designing and implementing integrations using APIs, middleware, and event-driven architectures. 

Strong understanding of consumer data architecture and the end-to-end consumer journey. 

Experience incorporating AI automation or conversational platforms into CX workflows. 

Demonstrated ability to troubleshoot complex system and integration issues. 

Preferred Qualifications 

Salesforce certifications such as: 

• Salesforce Administrator 

• Salesforce Platform Developer I or II 

• Service Cloud Consultant 
   

Experience building or integrating conversational AI or chatbot platforms. 

Experience integrating knowledge management systems and multi-source content repositories. 

Familiarity with enterprise integration patterns and cloud-native architectures. 

Key Competencies 

Attention to Detail 
Ensures precision in workflows, integrations, and data structures. 

Creative Problem Solver 
Approaches challenges with curiosity and innovative thinking. 

Innovation Mindset 
Continuously explores AI, automation, and emerging CX technologies. 

Systems Thinking 
Understands how CRM, CCaaS, integrations, and data systems interact across the CX ecosystem. 

Collaborative Communication 
Translates technical solutions into business impact. 

ABOUT THE ROLE 

• The Global Escalation Strategy & Compliance Manager is a pivotal new role responsible for protecting the consumer experience, elevating decision quality, and reducing unnecessary escalations across SharkNinja’s global support network. You’ll build and execute the strategy that keeps both task-based escalations and executive-level escalations low—and ensures every case is resolved with speed, empathy, accuracy, and trust. You will ensure BPO teams consistently follow our processes around warranty, goodwill, documentation, and case handling, while shaping the operational conditions that prevent escalations from happening in the first place. Through strong partnerships, smart frameworks, and our Hear It, Feel It, Fix It mindset, you’ll help us understand what consumers are telling us, feel the impact of those moments, and act decisively to eliminate friction at its source. 

HERE’S WHAT YOU’LL DO 

• Own the global strategy for minimizing both task-based and executive-level escalations, with a long-term vision of approaching near-zero executive escalation volume. 

• Build frameworks that ensure BPO agents consistently adhere to SharkNinja standards around warranty evaluation, goodwill gestures, documentation accuracy, and case resolution. 

• Monitor compliance and identify patterns of deviation, escalating risks early and driving corrective action with BPO partners. 

• Analyze escalation drivers and partner with Operations, QA, and L&D to eliminate root causes through improved processes, training, coaching, or policy clarity. 

• Transform the escalations process into a predictable, well-governed workflow with clear SLAs and accountability. This includes working with IT and our Tech team to ensure our systems are optimized and refined to allow for seamless escalation paths and full reporting visibility of escalation activity. 

• Lead deep-dive reviews on all executive escalations, identifying systemic issues and designing strategies to prevent recurrence. 

• Develop performance reporting, dashboards, and executive narratives that highlight trends, risks, and successes in escalation reduction and compliance quality. 

• Partner cross-functionally to strengthen consumer trust by ensuring resolutions align to SharkNinja’s empathy-first approach. 

• Drive internal alignment to our Hear It, Feel It, Fix It success pillars—ensuring we listen deeply, understand emotionally, and act decisively. 

• Speak with consumers as needed to resolve complaints and to restore faith in our brand 

• Periodically visit our BPO partners to understand root cause of escalation drivers with boots on the ground. 

HERE’S WHAT YOU’LL BRING 

• Bachelor’s degree in Business, Operations, Communications, or a related field; equivalent experience welcome. 

• 5+ years of experience in escalations leadership, compliance, contact center operations, or CX performance management. 

• Experience managing or influencing BPO performance across markets or channels. 

• Strong understanding of escalation workflows, warranty compliance, case handling standards, and risk management. 

• Proven ability to design strategies that reduce escalations and improve case handling consistency. 

• Skilled in analyzing root causes, identifying systemic issues, and driving preventive action. 

• Superb communication skills—calm, clear, and confident in high-visibility or executive-sensitive scenarios.  This includes regular reports to our ELT highlighting trends and related actions. 

• A passion for empathy-driven service and process integrity that builds trust with consumers. 

• A proactive, ownership-driven mentality with urgency, curiosity, and a focus on delivering measurable outcomes. 

• An understanding of both global consumer and agent escalation behaviors and how to care for each through both regional and universal policy. 

WHAT SUCCESS LOOKS LIKE 

• Executive escalations decrease dramatically and approach near zero thanks to strategic prevention, training, and clarity. 

• Task-based escalations decline significantly due to improved compliance, capability, and decision confidence across BPO teams. 

• Escalation handling becomes predictable, swift, and fully aligned to SLA expectations. 

• BPO teams consistently meet SharkNinja standards for warranty, goodwill, documentation, and case-handling quality. 

• Trend reporting provides clear visibility and drives organizational action before issues escalate. 

• Consumers feel heard, understood, and supported—reflecting our Hear It, Feel It, Fix It philosophy in every resolution. 

• The role becomes a key guardian of trust, ensuring brand-protective outcomes across global markets. 

ABOUT THE ROLE 

• As the Global AI-Enhanced Quality Manager, you will define the future of quality at SharkNinja. You’ll lead global QA standards across human and AI-assisted channels, ensuring we deliver empathetic, consistent, and high-performing consumer experiences worldwide. You’ll modernize our approach to quality—shifting from traditional sampling to intelligent, AI-informed assessment—while ensuring our programs build trust and reinforce our Hear It, Feel It, Fix It philosophy. You’ll partner with Technology to influence how tools evolve and with regional leaders to ensure global alignment with local nuance. 

HERE’S WHAT YOU’LL DO 

• Lead global QA strategy, scorecard design, calibration models, and quality expectations across all regions and channels. 

• Modernize QA practices by integrating AI-supported evaluation, behavioral cues, and near-real-time performance visibility. 

• Partner with Technology to inform requirements, training data needs, and workflow enhancements for AI QA tools. 

• Drive global calibration practices to ensure fairness, alignment, and consistent agent evaluation. 

• Identify agent capability gaps and collaborate with Global L&D on training and coaching interventions. 

• Provide guidance to Operations, regional QA leaders, and BPO partners to maintain high standards and continuous improvement. 

• Translate QA learnings into clear actions that elevate empathy, trust, and the consumer experience. 

• Ensure SharkNinja provides all consumers with an extraordinary 5-star experience regardless of their preferred contact channel  

• Promote a culture of curiosity, quality, and rapid problem-solving in alignment with Hear It, Feel It, Fix It. 

• Travel to our international engagement centres as required  

HERE’S WHAT YOU’LL BRING 

• Bachelor’s degree in Business, Communications, Operations, or similar discipline; equivalent experience welcome. 

• 6+ years of experience in QA leadership, contact center operations, or consumer experience performance roles. 

• Deep understanding of QA frameworks, calibration practices, and performance drivers. 

• Experience working with or influencing AI-supported QA tools; ZOOM an asset. 

• Ability to drive global standardization while respecting cultural and linguistic differences. 

• Strong analytical mindset and ability to connect quality trends to meaningful actions. 

• Excellent communication skills with the ability to influence cross-regional leaders and partners. 

• Curiosity, adaptability, and a passion for elevating quality in modern, AI-enabled environments. 

WHAT SUCCESS LOOKS LIKE 

• Global QA standards evolve into modern, AI-supported frameworks that improve accuracy and speed. 

• All markets show improved quality, consistency, and trust-building behaviors. 

• Calibration is strong, fair, and aligned across regions. 

• Clear, predictive quality signals help prevent issues before they impact consumers. 

• The QA function becomes a driver of brand trust through empathy, clarity, and action—embodying Hear It, Feel It, Fix It. 

ABOUT THE ROLE 

• As the Global AI-Enhanced Quality Manager, you will define the future of quality at SharkNinja. You’ll lead global QA standards across human and AI-assisted channels, ensuring we deliver empathetic, consistent, and high-performing consumer experiences worldwide. You’ll modernize our approach to quality—shifting from traditional sampling to intelligent, AI-informed assessment—while ensuring our programs build trust and reinforce our Hear It, Feel It, Fix It philosophy. You’ll partner with Technology to influence how tools evolve and with regional leaders to ensure global alignment with local nuance. 

HERE’S WHAT YOU’LL DO 

• Lead global QA strategy, scorecard design, calibration models, and quality expectations across all regions and channels. 

• Modernize QA practices by integrating AI-supported evaluation, behavioral cues, and near-real-time performance visibility. 

• Partner with Technology to inform requirements, training data needs, and workflow enhancements for AI QA tools. 

• Drive global calibration practices to ensure fairness, alignment, and consistent agent evaluation. 

• Identify agent capability gaps and collaborate with Global L&D on training and coaching interventions. 

• Provide guidance to Operations, regional QA leaders, and BPO partners to maintain high standards and continuous improvement. 

• Translate QA learnings into clear actions that elevate empathy, trust, and the consumer experience. 

• Ensure SharkNinja provides all consumers with an extraordinary 5-star experience regardless of their preferred contact channel  

• Promote a culture of curiosity, quality, and rapid problem-solving in alignment with Hear It, Feel It, Fix It. 

• Travel to our international engagement centres as required  

HERE’S WHAT YOU’LL BRING 

• Bachelor’s degree in Business, Communications, Operations, or similar discipline; equivalent experience welcome. 

• 6+ years of experience in QA leadership, contact center operations, or consumer experience performance roles. 

• Deep understanding of QA frameworks, calibration practices, and performance drivers. 

• Experience working with or influencing AI-supported QA tools; ZOOM an asset. 

• Ability to drive global standardization while respecting cultural and linguistic differences. 

• Strong analytical mindset and ability to connect quality trends to meaningful actions. 

• Excellent communication skills with the ability to influence cross-regional leaders and partners. 

• Curiosity, adaptability, and a passion for elevating quality in modern, AI-enabled environments. 

• Fluency in English and French required. 

WHAT SUCCESS LOOKS LIKE 

• Global QA standards evolve into modern, AI-supported frameworks that improve accuracy and speed. 

• All markets show improved quality, consistency, and trust-building behaviors. 

• Calibration is strong, fair, and aligned across regions. 

• Clear, predictive quality signals help prevent issues before they impact consumers. 

• The QA function becomes a driver of brand trust through empathy, clarity, and action—embodying Hear It, Feel It, Fix It. 

 --------------------------------------------------------------------------------------------------------------------------
 
À PROPOS DU POSTE 

En tant que Responsable mondial(e) Qualité augmentée par l’IA, vous définirez l’avenir de la qualité chez SharkNinja. Vous piloterez les standards QA mondiaux sur les canaux humains et assistés par l’IA, en garantissant des expériences consommateurs empathiques, cohérentes et performantes à l’échelle mondiale. Vous moderniserez notre approche de la qualité — en passant d’un échantillonnage traditionnel à une évaluation intelligente alimentée par l’IA — tout en veillant à ce que nos programmes renforcent la confiance et incarnent notre philosophie Hear It, Feel It, Fix It. Vous collaborerez avec l’équipe Technologie pour influencer l’évolution des outils et avec les responsables régionaux afin d’assurer un alignement global respectant les spécificités locales. 

CE QUE VOUS FEREZ 

• Piloter la stratégie QA mondiale, la conception des scorecards, les modèles de calibration et les standards qualité dans toutes les régions et sur tous les canaux. 
   

• Moderniser les pratiques QA en intégrant des évaluations assistées par l’IA, des indicateurs comportementaux et une visibilité de la performance quasi en temps réel. 
   

• Collaborer avec l’équipe Technologie pour définir les besoins fonctionnels, les exigences en données d’entraînement et les améliorations des workflows des outils QA basés sur l’IA. 
   

• Déployer des pratiques de calibration mondiales afin de garantir équité, alignement et cohérence dans l’évaluation des agents. 
   

• Identifier les écarts de compétences des agents et collaborer avec l’équipe Global L&D sur les actions de formation et de coaching. 
   

• Fournir des orientations aux équipes Opérations, aux responsables QA régionaux et aux partenaires BPO afin de maintenir des standards élevés et une amélioration continue. 
   

• Traduire les enseignements QA en actions concrètes visant à renforcer l’empathie, la confiance et l’expérience consommateur. 
   

• Veiller à ce que SharkNinja offre à tous les consommateurs une expérience extraordinaire 5 étoiles, quel que soit leur canal de contact préféré. 
   

• Promouvoir une culture de curiosité, d’exigence qualité et de résolution rapide des problèmes, en cohérence avec Hear It, Feel It, Fix It. 
   

• Se déplacer dans nos centres internationaux d’engagement si nécessaire. 

CE QUE VOUS APPORTEREZ 

• Diplôme de niveau Licence en Commerce, Communication, Opérations ou discipline similaire ; expérience équivalente acceptée. 
   

• Plus de 6 ans d’expérience en leadership QA, opérations de centre de contact ou gestion de la performance en expérience consommateur. 
   

• Excellente maîtrise des frameworks QA, des pratiques de calibration et des leviers de performance. 
   

• Expérience dans l’utilisation ou l’influence d’outils QA assistés par l’IA ; la connaissance de ZOOM est un atout. 
   

• Capacité à piloter une standardisation mondiale tout en respectant les différences culturelles et linguistiques. 
   

• Solide esprit analytique et capacité à transformer les tendances qualité en actions concrètes et pertinentes. 
   

• Excellentes compétences en communication avec la capacité d’influencer des leaders et partenaires multi-régionaux. 
   

• Curiosité, adaptabilité et passion pour l’élévation des standards qualité dans des environnements modernes et enrichis par l’IA. 
   

• Maîtrise de l’anglais et du français requise. 

À QUOI RESSEMBLE LE SUCCÈS 

• Les standards QA mondiaux évoluent vers des frameworks modernes, soutenus par l’IA, améliorant la précision et la rapidité. 
   

• Tous les marchés démontrent une amélioration de la qualité, de la cohérence et des comportements générateurs de confiance. 
   

• La calibration est solide, équitable et alignée entre les régions. 
   

• Des indicateurs qualité clairs et prédictifs permettent de prévenir les problématiques avant qu’elles n’impactent les consommateurs. 
   

• La fonction QA devient un moteur de confiance pour la marque grâce à l’empathie, la clarté et l’action — incarnant pleinement Hear It, Feel It, Fix It. 

Location: London or Leeds Hybrid (3 days from the office) 

ABOUT THE ROLE 

As the Global AI-Enhanced Quality Manager, you will define the future of quality at SharkNinja. You’ll lead global QA standards across human and AI-assisted channels, ensuring we deliver empathetic, consistent, and high-performing consumer experiences worldwide. You’ll modernize our approach to quality—shifting from traditional sampling to intelligent, AI-informed assessment—while ensuring our programs build trust and reinforce our Hear It, Feel It, Fix It philosophy. You’ll partner with Technology to influence how tools evolve and with regional leaders to ensure global alignment with local nuance. 

HERE’S WHAT YOU’LL DO 

• Lead global QA strategy, scorecard design, calibration models, and quality expectations across all regions and channels. 

• Modernize QA practices by integrating AI-supported evaluation, behavioral cues, and near-real-time performance visibility. 

• Partner with Technology to inform requirements, training data needs, and workflow enhancements for AI QA tools. 

• Drive global calibration practices to ensure fairness, alignment, and consistent agent evaluation. 

• Identify agent capability gaps and collaborate with Global L&D on training and coaching interventions. 

• Provide guidance to Operations, regional QA leaders, and BPO partners to maintain high standards and continuous improvement. 

• Translate QA learnings into clear actions that elevate empathy, trust, and the consumer experience. 

• Ensure SharkNinja provides all consumers with an extraordinary 5-star experience regardless of their preferred contact channel  

• Promote a culture of curiosity, quality, and rapid problem-solving in alignment with Hear It, Feel It, Fix It. 

• Travel to our international engagement centres as required  

HERE’S WHAT YOU’LL BRING 

• Bachelor’s degree in Business, Communications, Operations, or similar discipline; equivalent experience welcome. 

• 6+ years of experience in QA leadership, contact center operations, or consumer experience performance roles. 

• Deep understanding of QA frameworks, calibration practices, and performance drivers. 

• Experience working with or influencing AI-supported QA tools; ZOOM an asset. 

• Ability to drive global standardization while respecting cultural and linguistic differences. 

• Strong analytical mindset and ability to connect quality trends to meaningful actions. 

• Excellent communication skills with the ability to influence cross-regional leaders and partners. 

• Curiosity, adaptability, and a passion for elevating quality in modern, AI-enabled environments. 

WHAT SUCCESS LOOKS LIKE 

• Global QA standards evolve into modern, AI-supported frameworks that improve accuracy and speed. 

• All markets show improved quality, consistency, and trust-building behaviors. 

• Calibration is strong, fair, and aligned across regions. 

• Clear, predictive quality signals help prevent issues before they impact consumers. 

• The QA function becomes a driver of brand trust through empathy, clarity, and action—embodying Hear It, Feel It, Fix It. 

Location: London or Leeds Hybrid (3 days from the office) 

ABOUT THE ROLE 

The Global Escalation Strategy & Compliance Manager is a pivotal new role responsible for protecting the consumer experience, elevating decision quality, and reducing unnecessary escalations across SharkNinja’s global support network. You’ll build and execute the strategy that keeps both task-based escalations and executive-level escalations low—and ensures every case is resolved with speed, empathy, accuracy, and trust. You will ensure BPO teams consistently follow our processes around warranty, goodwill, documentation, and case handling, while shaping the operational conditions that prevent escalations from happening in the first place. Through strong partnerships, smart frameworks, and our Hear It, Feel It, Fix It mindset, you’ll help us understand what consumers are telling us, feel the impact of those moments, and act decisively to eliminate friction at its source. 

HERE’S WHAT YOU’LL DO 

• Own the global strategy for minimizing both task-based and executive-level escalations, with a long-term vision of approaching near-zero executive escalation volume. 

• Build frameworks that ensure BPO agents consistently adhere to SharkNinja standards around warranty evaluation, goodwill gestures, documentation accuracy, and case resolution. 

• Monitor compliance and identify patterns of deviation, escalating risks early and driving corrective action with BPO partners. 

• Analyze escalation drivers and partner with Operations, QA, and L&D to eliminate root causes through improved processes, training, coaching, or policy clarity. 

• Transform the escalations process into a predictable, well-governed workflow with clear SLAs and accountability. This includes working with IT and our Tech team to ensure our systems are optimized and refined to allow for seamless escalation paths and full reporting visibility of escalation activity. 

• Lead deep-dive reviews on all executive escalations, identifying systemic issues and designing strategies to prevent recurrence. 

• Develop performance reporting, dashboards, and executive narratives that highlight trends, risks, and successes in escalation reduction and compliance quality. 

• Partner cross-functionally to strengthen consumer trust by ensuring resolutions align to SharkNinja’s empathy-first approach. 

• Drive internal alignment to our Hear It, Feel It, Fix It success pillars—ensuring we listen deeply, understand emotionally, and act decisively. 

• Speak with consumers as needed to resolve complaints and to restore faith in our brand 

• Periodically visit our BPO partners to understand root cause of escalation drivers with boots on the ground. 

HERE’S WHAT YOU’LL BRING 

• Bachelor’s degree in Business, Operations, Communications, or a related field; equivalent experience welcome. 

• 5+ years of experience in escalations leadership, compliance, contact center operations, or CX performance management. 

• Experience managing or influencing BPO performance across markets or channels. 

• Strong understanding of escalation workflows, warranty compliance, case handling standards, and risk management. 

• Proven ability to design strategies that reduce escalations and improve case handling consistency. 

• Skilled in analyzing root causes, identifying systemic issues, and driving preventive action. 

• Superb communication skills—calm, clear, and confident in high-visibility or executive-sensitive scenarios.  This includes regular reports to our ELT highlighting trends and related actions. 

• A passion for empathy-driven service and process integrity that builds trust with consumers. 

• A proactive, ownership-driven mentality with urgency, curiosity, and a focus on delivering measurable outcomes. 

• An understanding of both global consumer and agent escalation behaviors and how to care for each through both regional and universal policy. 

WHAT SUCCESS LOOKS LIKE 

• Executive escalations decrease dramatically and approach near zero thanks to strategic prevention, training, and clarity. 

• Task-based escalations decline significantly due to improved compliance, capability, and decision confidence across BPO teams. 

• Escalation handling becomes predictable, swift, and fully aligned to SLA expectations. 

• BPO teams consistently meet SharkNinja standards for warranty, goodwill, documentation, and case-handling quality. 

• Trend reporting provides clear visibility and drives organizational action before issues escalate. 

• Consumers feel heard, understood, and supported—reflecting our Hear It, Feel It, Fix It philosophy in every resolution. 

• The role becomes a key guardian of trust, ensuring brand-protective outcomes across global markets. 

Role Overview

We are seeking a motivated and detail-oriented CX DevOps & Platform Administrator to support and maintain our customer experience technology platforms, with a primary focus on Salesforce Service Cloud and Enterprise CCaaS platform (Zoom, familiarity with Genesys, Amazon Connect is also relevant). This role plays a key part in ensuring our CX systems remain stable, scalable, and aligned with evolving business needs.

This is an ideal opportunity for an early-career professional looking to grow into CX systems development, integration engineering, or platform architecture, while gaining hands-on experience in DevOps, release management, and CX platform operations.

You will work closely with CX engineers, system developers, and business stakeholders to support platform operations, assist with releases, and help implement improvements that enhance the customer and agent experience.

Key Responsibilities

Salesforce Service Cloud Administration

• Administer and support the Salesforce Service Cloud platform, including user setup, role hierarchy, permissions, and access management ensuring SOX control adherence.
• Configure and maintain Service Cloud features such as case management, queues, assignment rules, email-to-case, knowledge base, and service console components.
• Assist with creating and maintaining Flows, validation rules, and automation to support service operations.
• Maintain system configuration, documentation, and governance standards.
• Support data management activities including imports, updates, and data quality monitoring.

DevOps & Release Support

• Assist with DevOps and release management processes across sandbox and production environments.
• Support configuration migrations, deployments, and release validation.
• Participate and lead in testing cycles, including user acceptance testing (UAT) coordination and defect tracking.
• Maintain version control practices and release documentation.
• Help improve CI/CD processes and deployment automation as the platform evolves.

Platform Operations & Support

• Monitor platform performance and proactively identify issues affecting service operations.
• Troubleshoot system errors, integration issues, and workflow failures in collaboration with CX developers and IT teams.
• Support system upgrades, new feature releases, and configuration updates.
• Ensure platform changes follow established governance, security, and compliance standards.

Data, Reporting & CX Insights

• Assist in maintaining CX reporting and dashboards within Salesforce.
• Support data integrity and structured data models that enable insights into the customer journey and service operations.
• Help analyze operational data to identify improvement opportunities within workflows and case management processes.

Collaboration & Continuous Improvement

• Work closely with CX developers and architects to implement enhancements and new platform capabilities.
• Participate in process improvement initiatives that increase agent efficiency and improve customer experience outcomes.
• Assist in evaluating emerging CX tools, automation solutions, and AI-enabled capabilities that enhance service operations.
• Maintain documentation for system configurations, workflows, and integration points.

Required Qualifications

• 1–3+ years of experience supporting Salesforce Service Cloud or a comparable CRM platform.
• Experience with Salesforce configuration tools including Flows, case management configuration, and basic automation.
• Basic understanding of DevOps concepts including environment management, testing processes, and deployment practices.
• Strong attention to detail and ability to manage system configuration accurately.
• Strong analytical and troubleshooting skills.
• Ability to work cross-functionally with technical and business teams.

Preferred Qualifications

• Salesforce Administrator Certification (or actively pursuing certification).
• Exposure to customer service platforms or Contact Center / CCaaS technologies.
• Basic understanding of APIs, integrations, or middleware platforms.
• Familiarity with reporting tools and data visualization within Salesforce.
• Experience working in customer support, CX operations, or service technology environments.

Key Competencies

• Attention to Detail: Ensures accuracy in configurations, workflows, and data structures.
• Technical Curiosity: Demonstrates a strong desire to learn and expand technical capabilities.
• Problem Solving: Investigates system issues methodically and develops practical solutions.
• Collaboration: Works effectively with developers, operations teams, and business stakeholders.
• Growth Mindset: Eager to expand skills in CX technology, automation, and platform engineering.

Career Growth Opportunities

This role offers a structured development path within CX technology, with opportunities to progress into roles such as:

• CX Systems Developer
• Salesforce Service Cloud Engineer
• CX Integration Engineer
• CX Platform Architect

You will gain exposure to CX system architecture, automation, integrations, AI-driven CX capabilities, and advanced DevOps practices while working alongside experienced CX engineers and platform specialists.

The Opportunity

SharkNinja is seeking a Senior Manager, CX Analytics to lead our CX Data capability and build scalable, AI-enabled analytics that power operational excellence across our global Consumer Experience organization.

This role sits at the intersection of Contact Center Operations, Voice of Consumer, Quality, and Enterprise Data Engineering. You will combine deep CX domain expertise with strong analytics engineering capability to engineer trusted CX datasets, standardize global CX metrics, enable structured business self-service, and embed AI to accelerate insight generation—in close partnership with our Global Enterprise Data team.

This is not a pure dashboard development role. It is a CX-native analytics leadership role focused on building durable, scalable data products that improve speed, clarity, and operational decision-making.

What You’ll Own

1. CX Analytics Strategy & Metric Standardization

You will define and standardize how CX performance is measured globally across:

• Contact center performance (e.g., AHT, occupancy, forecasting inputs)
• Quality assurance frameworks and compliance measurement
• Voice of the Consumer analytics
• Contact drivers, defect trends, and root cause analysis
• Operational backlog and order-related contact dynamics
• Cost-to-serve analysis

You must deeply understand how CX metrics are calculated and how operational levers influence outcomes.

1. CX Data Engineering (SQL, Snowflake, dbt)

You will design and implement CX domain models and transformations within the enterprise Snowflake and dbt frameworks.

Responsibilities include:

• Writing advanced SQL (complex joins, window functions, performance optimization)
• Building and maintaining dbt models aligned to enterprise frameworks
• Standardizing metric definitions, documentation, and lineage
• Refactoring legacy reporting logic into scalable, governed data assets
• Ensuring testing, performance reliability, and production-quality code standards

You will operate within enterprise governance standards while owning CX-specific transformation logic.

1. Enabling Self-Service Analytics (Critical to Success)

A key success metric is reducing analyst dependency and enabling structured business self-service. You will:

• Design curated CX data marts optimized for operational leaders
• Build governed semantic layers to prevent metric misinterpretation
• Enable leaders to independently answer first-order questions
• Reduce ad hoc reporting demand through reusable datasets and clear definitions
• Create intuitive analytical pathways rather than complex drill-through journeys

The goal is faster decisions without compromising data integrity.

1. AI-Enabled Insight Acceleration

This role is expected to embed AI into the CX analytics lifecycle to increase speed and depth of insight. You will:

• Use AI-assisted SQL and model development to accelerate delivery
• Apply anomaly detection techniques to CX KPIs and operational metrics
• Automate contact driver clustering and transcript theme extraction
• Leverage NLP for Voice of Consumer categorization and insight discovery
• Deploy LLM-powered summarization to streamline executive reporting, i.e. Snowflake Intelligence
• Evaluate Snowflake-native AI capabilities (e.g., Cortex/COCO) for CX use cases

AI must drive measurable gains in time-to-insight, foresight, and analyst productivity.

Clear Division of Responsibilities

To ensure strong partnership and avoid duplication, responsibilities are clearly defined between the CX Data Team and the Global Enterprise Data Team:

This role operates in close partnership with Enterprise Data—contributing domain logic within established engineering guardrails.

What We’re Looking For

Required

• 8–12+ years in Analytics, with strong CX/Contact Center focus
• Deep experience in Contact Center operations, Quality, and Voice of Consumer
• Advanced SQL expertise
• Strong Snowflake experience
• Hands-on dbt model development
• Experience operating within a centralised enterprise data platform where domain teams contribute models within shared governance frameworks.
• Experience building governed data marts or semantic layers
• Experience enabling structured business self-service analytics
• Exposure to AI/ML techniques in analytics workflows

Not a Fit If

• Your experience centers primarily on dashboard configuration
• You have not built transformation logic or data models
• You lack experience in Snowflake or dbt
• You have limited exposure to CX operational metrics

What Success Looks Like

• Globally standardized, trusted CX metrics
• Performant Snowflake datasets aligned to enterprise standards
• dbt pipelines documented and tested
• AI embedded into CX insight workflows
• Increased business-led data exploration
• Reduced manual reporting and faster operational decision-making

Who You Are

• A CX-native analytics leader who understands contact center operations, VOC, and quality measurement
• This is a hands-on technical leadership role. You will actively design and build SQL/dbt models while setting standards for CX analytics engineering
• Curious, structured, and detail-oriented—able to challenge assumptions and clarify requirements
• Energized by building scalable systems and enabling others through self-service analytics