About Us
SharkNinjais a global product design and technology company, with a diversified portfolio of 5‑star rated lifestyle solutions that positively impact people’s lives in homes around the world. Powered by two trusted, global brands, Shark and Ninja, the company has a proven track record of bringing disruptive innovation to market and developing one consumer product after another has allowed SharkNinja to enter multiple product categories, driving significant growth and market share gains. Headquartered in Needham, Massachusetts with more than 4,100 associates, the company’s products are sold at key retailers, online and offline, and through distributors around the world.
Global Director CX Support Operations
Leeds or London (Battersea) Hybrid
About the Role
We’re looking for a Global Director, CX Support Operations to lead SharkNinja’s global Order Support organization and oversee the operational support of our CX technology ecosystem.
This is a highly visible leadership role focused on protecting and improving the post‑purchase consumer experience across our DTC business. You will drive excellence in order exception management, strengthen payment governance, and ensure strong operational controls and risk mitigation across global markets.
Working closely with E‑commerce, Supply Chain, Finance, Fraud, IT, and Technology teams, you will provide structured oversight of CX systems support while delivering executive transparency into order health, defects, and system stability.
Key Responsibilities
* Lead the global Order Support function across all DTC markets
* Drive operational excellence in order exception management including refunds, returns, failed payments, and disputes
* Oversee payment governance, fraud review, and payment exception handling across key providers
* Manage carrier escalations, logistics exceptions, backorders, and order corrections
* Establish and lead a global operating model balancing regional flexibility with consistent standards
* Build and maintain a structured backlog of order‑related defects with clear ownership and resolution plans
* Partner cross‑functionally to eliminate recurring friction and improve end‑to‑end order health
* Provide governance and oversight of CX technology systems including CRM, OMS, IVR, and contact centre platforms
* Ensure strong access governance, audit compliance, and operational controls across CX systems
* Act as the senior escalation point for operationally critical CX system incidents and deliver clear executive reporting
Experience You’ll Ideally Bring
* 10+ years’ experience in Consumer Experience, Operations, E‑commerce, or Post‑Purchase Operations
* 5+ years leading global or multi‑region teams
* Strong experience in order management, payment flows, or fulfillment operations
* Proven track record managing exception‑based processes and operational risk
* Experience working in technology‑enabled operational environments
* Strong executive stakeholder management and communication skills
* Demonstrated success leading within complex, matrixed organizations
* Experience in DTC or omnichannel retail environments (preferred)
* Familiarity with OMS, CRM, and contact centre platforms (preferred)
* Exposure to fraud prevention, payment governance, or high‑growth environments (preferred)
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Our Culture
At SharkNinja, we don’t just raise the bar—we push past it every single day. Our Outrageously Extraordinary mindset drives us to tackle the impossible, push boundaries, and deliver results that others only dream of. If you thrive on breaking out of your swim lane, you’ll be right at home.
What We Offer
We offer competitive health insurance, retirement plans, paid time off, employee stock purchase options, wellness programs, SharkNinja product discounts, and more. We empower your personal and professional growth with high‑impact Learning Programs featuring bold voices redefining what’s possible. When you join, you’re not just part of a company—you’re part of an outrageously extraordinary community. To gether, we won’t just launch products— we’ll disrupt entire markets.
Diversity, Equity, and Inclusion
At SharkNinja, Diversity, Equity, and Inclusion are vital to our global success. Valuing each unique voice and blending all of our diverse skills strengthens SharkNinja’s innovation every day. We support ALL associates in bringing their authentic selves to work, making an impact, and having the opportunity for career acceleration. With help from our leadership, associates, and our community, we aim to have equity be a key component of the SharkNinja DNA.
SharkNinja Candidate Privacy Notice
* For candidates based in all regions, please refer to this Candidate Privacy Notice.
* For candidates based in China, please refer to this Candidate Privacy Notice.
* For candidates based in Vietnam, please refer to this Candidate Privacy Notice.
We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, disability, or any other class protected by legislation, and local law. SharkNinja will consider reasonable accommodations consistent with legislation, and local law. If you require a reasonable accommodation to participate in the job application or interview process, please contact SharkNinja People & Culture at accommodations@sharkninja.com.
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