About the job
About Us
SharkNinja is a leading global product design and technology company, renowned for its diverse range of 5-star rated lifestyle solutions that enhance the lives of consumers worldwide. With the strength of two trusted brands, Shark and Ninja, we have a proven history of launching disruptive innovations and expanding into multiple product categories, resulting in substantial growth and increased market share. Headquartered in Needham, Massachusetts, our team of over 4,100 associates ensures that our products reach key retailers, both online and offline, across the globe.
ABOUT THE ROLE
- As the Global Escalation Strategy & Compliance Manager, you will play a crucial role in safeguarding the consumer experience, enhancing decision-making quality, and minimizing unnecessary escalations within SharkNinja’s global support network. You will design and implement strategies to keep both task-based and executive-level escalations to a minimum, ensuring every case is resolved with speed, empathy, accuracy, and trust. Your responsibility includes ensuring that BPO teams adhere to our processes regarding warranty, goodwill, documentation, and case management, while also creating the operational conditions that prevent escalations from occurring initially. By fostering strong partnerships and utilizing intelligent frameworks alongside our Hear It, Feel It, Fix It mindset, you will help us gain insights into our operations and continuously improve our support services.

