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. 

This role can be based in London or Leeds (Hybrid)

About Us 

KINESSO is the technology-driven performance marketing agency that sits at the very heart of IPG Mediabrands, providing actionable growth for both our agency partners and clients. We turn 'action' into 'outcome' for our clients, leveraging our unique capabilities in optimization, analytics, AI, and experimentation. KINESSO has brought together the collective power of what was formerly Matterkind, Reprise, and Kinesso under one collective entity that will serve as the most powerful delivery engine in the industry. We have extensive offerings spanning performance marketing and data and technology. Fuelled by a deep understanding of consumer behaviour, we offer an end-to-end engine of planning and optimization while also delivering on data-driven strategy for social platforms, actionable growth in e-commerce, and creating curated marketplaces specific to each client's function and needs. The company has more than 6,000 employees operating in more than 60 countries. Learn more at www.KINESSO.com 

Role Description 

Editorial Account Manager: Responsible for producing content for some of our larger key accounts and getting involved in the planning and review of content against our agreed strategy.

Key Responsibilities 

Account Management:

• Leading delivery of content across one or two smaller client accounts.
• Working closely with other operational teams, encouraging communication & collaboration.
• Occasionally attending client meetings where relevant and supporting on prep where necessary.
• Being accountable for fulfilling personal workload and completing documentation, alongside ensuring timely delivery of work across assigned client accounts.

Team Management:

• Supporting and mentoring new entry-level team members.
• Sharing knowledge across the team to help drive development and collaboration.
• Helping to support more junior team members, providing constructive feedback to develop their writing skills.

Content Execution:

• Researching, writing, proofreading (and in some cases editing) content of various kinds – commercial, informational, engaging, offsite, creative.
• Following content briefs to create content (with minimal spelling and grammar errors and a good creative flow) for various B2B and B2C clients, with the ability to manage different styles and TOVs.
• Using approved in-house and third-party tools as directed to help in the content execution process.
• Uploading and amending content in a CMS (Wordpress, AEM and similar).

Content Quality:

• Holding ultimate responsibility for the content produced – from brief right through to delivery, ensuring our output meets client expectations.
• Ensuring content follows brand guidelines, SEO best practices, and accessibility standards.

Sales and Strategy:

• Monitoring content trends and relevant industry news to develop knowledge.
• Researching and understanding clients, highlighting further opportunities for exposure through content.
• Supporting senior team members on new business requirements – such as the creation of pitch content.
• Supporting senior team members on content audits and competitor analysis.
• Supporting more senior team members to review content performance.

Desired Skills & Experience 

• Advanced writing skills.
• Strong attention to detail and accountability for quality.
• Ownership of accounts.
• Analytical thinking.

Employee Transparency 

At IPG Mediabrands, we celebrate differences and believe this makes us stronger. IPG Mediabrands are an equal-opportunity employer committed to championing an inclusive culture that provides a sense of belonging for all our employees. We do not discriminate against any applicant based on age, disability, race, colour, ethnicity, national origin, gender, sexual orientation, gender identity, religion, belief, marital status or any other characteristic protected by law. 

Please reach out to Ninette at ninette.desousa@mbww.com, if you would like to have a confidential conversation regarding any adjustments that would ensure our recruitment process is accessible for you. Please note requesting a reasonable adjustment will not affect your application.

THE PERKS 

We aim to provide all our people with a supportive and fun work environment where you can develop your full potential and benefit from the broad range of opportunities within the agency. When you join us, we want to make sure you feel valued – and that you are rewarded for your fantastic work. So, we also offer a range of benefits:  

• Flexi–leave, with 25 days annual leave to be taken as the minimum. In addition to your holiday entitlement, the office usually closes between Christmas & New Year  
• Free breakfast and free lunch  
• Early finish Fridays 
• Core Hours (Mon-Thurs, flexible start/finish times)   
• Retail discounts 
• Electric vehicle salary sacrifice car scheme 
• Wellbeing programme, including Headspace & flu jabs 
• Interest-free season ticket loan  
• Paid time off for Volunteering  
• Group Income Protection  
• Life Assurance  
• Private Medical Insurance or Health Cash Plan (dependent on level)  
• Group Personal Pension Plan with matched contributions from 3-6%  
• Generous Parental Leave & Pay   
• Independent mortgage advice  
• Financial education  
• Employee Assistance Programme  
• Free eye tests  
• Flexible benefits including Dental, Travel insurance, Cycle to Work, Gym Discounts and many more!

Account Manager – Client Leadership

Leeds, United Kingdom

 About WPP Media

WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients and communities. For more information, visit wpp.com.

WPP Media is WPP’s global media collective. In a world where media is everywhere and in everything, we bring the best platform, people, and partners together to create limitless opportunities for growth. For more information, visit wppmedia.com

About EssenceMediacom A Leading WPP Media Brand

EssenceMediacom:

EssenceMediacom is a new breed of media agency. Grounded in analytics & insights and powered by data & technology, we believe in the power of media and creative to drive breakthroughs for the world’s best brands. We help clients understand the modern marketing paradox and discover the breakthroughs brands need to win with their consumers. We are designed for the new communications economy — built on data & technology, built for people & algorithms, built around diverse schools of thought, built to test & learn at scale, and, crucially, built to evolve.

Role Summary and Impact

As an Account Manager in our Client Leadership team, you will:

• Be accountable for the day to day running of client business, using high levels of initiative to execute strategies and ensure accuracy and punctuality of billing and other administrative tasks
• Be able to take and distil client briefs, working with the AD and BD to then come up with effective strategies, applying media channel knowledge to plans, aligned with a client’s KPIs
• Have a combination of strong leadership, communication and organisation skills, as well as thorough media knowledge across both on and offline channels
• Have a working knowledge of core industry tools/platforms, such as Nielsen, TGI and Google Analytics
• Oversee and contribute to the development of the junior team and overseeing this on a day to day basis is a key responsibility
• Be obsessed with driving client performance, becoming a true extension of their team

Skills and Experience

At WPP Media, we believe in the power of our culture and our people. It’s what elevates us to deliver exceptional experiences for both our clients and each other. In this role it will be critical to embrace WPP & WPP Media’s shared core values:

• Be Extraordinary by Leading Collectively to Inspire transformational Creativity.
• Create an Open environment by Balancing People and Client Experiences by Cultivating Trust.
• Lead Optimistically by Championing Growth and Development to Mobilise the Enterprise.

We would also be looking for the following:

• A minimum of 3 years experience in a client services,  media planning or investment role
• An ability to analyse client sales and consumer data imaginatively and get to grips with dynamics of the clients marketing environment
• An enthusiasm and passion about what we do
• An ability to communicate verbally in an effective way with other members of the team, in particular other departments/creative agencies and Directors
• An ability to summarise complex datasets in an effective way to deliver recommendations and points of view to internal and external stakeholders alike
• A willingness and keenness to learn and develop, becoming experts in our proprietary and industry tools, and processes
• A deep understanding of media channels and the media planning process
• An understanding of media effectiveness and how we can deliver results

Life at WPP Media & Benefits

Our passion for shaping the next era of media includes investing in our employees to help them do their best work, and we’re just as committed to employee growth as we are to responsible media investment. WPP Media employees can tap into the global WPP Media & WPP networks to pursue their passions, grow their networks, and learn at the cutting edge of marketing and advertising. We have a variety of employee resource groups and host frequent in-office events showcasing team wins, sharing thought leadership, and celebrating holidays and milestone events. Our benefits include competitive medical, group retirement plans, vision, and dental insurance, significant paid time off, preferential partner discounts, and employee mental health awareness days.  

WPP Media is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

Please note this is a UK based role and requires individuals to have the right to work in this location

Please read our Privacy Notice (https://www.wppmedia.com/pages/privacy-policy) for more information on how we process the information you provide.

#LI-Promoted

About Blank Street

At Blank Street, we’re on a mission to become the defining food and beverage brand of our generation. From the very beginning, we’ve set out to add a spark to ordinary experiences through elevated products, attention-to-detail, and a commitment to making every moment memorable. We’re motivated by the millions of customers we serve across cities, and know that our potential is unlimited. It all starts with our people and their commitment to make magic happen each and every day.

Start Something Extraordinary…

As a Shift Leader at Blank Street, you are a born player-coach who thrives when working alongside a team to deliver quality products. You are a proven people-person who takes pride in giving amazing service experiences and influencing your team to do the same. You thrive for opportunities to serve your community and make a big local impact. You are customer centric and believe in quality products through flawless execution, making every effort to give your customers exactly what they need, every day, in their way. You excel in fast paced environments and enjoy an inclusive, collaborative workplace, where your voice genuinely counts, and you can really make a difference.

You will spearhead individual, team and location initiatives to drive sales and business performance. Along with supporting your General Manager to lead these important company initiatives, you will regularly meet with the Senior Leadership team to voice feedback, improvements and overall be hands on in the success of your store, your customers and your teams’ best interests. You would be one of the first staff members to work in this location, which means you get the exciting opportunity to set the tone and create lasting connections in the neighbourhood.

Who We’re Looking For

• Love for cafe culture and people
• Friendly, open and approachable person who is able to work well with others
• Strong knowledge of coffee and equipment is a must
• Strong decision-making and multi-tasking skills
• Strong interpersonal communication skills
• Passionate about delivering excellent customer connections to create a regular customer base
• Able to work at a fast pace in high-volume environments
• Be an exemplary ambassador of our brand to new neighbourhoods

What You’ll Own

• Craft beautiful coffee products and serve all Blank Street customers with energy, warmth, and empathy
• Support your GM and our Training Team to help train new employees to succeed at Blank Street, including ensuring that new team members are following all recipes and training for menu items and processes and that they are in the correct uniform, are upbeat and vibes are positive
• Open and close the location safely and responsibly (Key holder) and ensure that cleaning duties for the store are followed at the beginning, during and end of the shift
• Positive and solution-focused handling of any minor customer issue
• At a store level, leads all initiatives with the operations and marketing teams to increase foot traffic, new customers, daily sales, and operational profitability and develop a loyal neighbourhood customer base for your store

Requirements

• Experience in the customer service or hospitality industry
• Availability that meets the needs of our cafes
• Full Time: 35 hours per week, 5 days of availability required and must be available to work 2 peak days (Peak days: Friday, Saturday, Sunday)
• Availability to work between 6:30 am and 9:00 pm
• Weekend and holiday availability preferred
• You must be authorised to work in the UK