Global Escalation Strategy & Compliance Manager at SharkNinja

Needham, MA, United StatesFull-time28600 - Consumer ExperiencePosted 10 days ago

About the Role

<div class="content-intro">About Us  SharkNinja is 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.   </div>ABOUT THE ROLE  <ul> <li data-leveltext="•" data-font="Arial" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">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. </li> </ul> HERE’S WHAT YOU’LL DO  <ul> <li data-leveltext="•" data-font="Arial" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">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. </li> </ul> <ul> <li data-leveltext="•" data-font="Arial" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1">Build frameworks that ensure BPO agents consistently adhere to SharkNinja standards around warranty evaluation, goodwill gestures, documentation accuracy, and case resolution. </li> </ul> <ul> <li data-leveltext="•" data-font="Arial" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1">Monitor compliance and identify patterns of deviation, escalating risks early and driving corrective action with BPO partners. </li> </ul> <ul> <li data-leveltext="•" data-font="Arial" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1">Analyze escalation drivers and partner with Operations, QA, and L&D to eliminate root causes through improved processes, training, coaching, or policy clarity. </li> </ul> <ul> <li data-leveltext="•" data-font="Arial" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1">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. </li> </ul> <ul> <li data-leveltext="•" data-font="Arial" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1">Lead deep-dive reviews on all executive escalations, identifying systemic issues and designing strategies to prevent recurrence. </li> </ul> <ul> <li data-leveltext="•" data-font="Arial" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1">Develop performance reporting, dashboards, and executive narratives that highlight trends, risks, and successes in escalation reduction and compliance quality. </li> </ul> <ul> <li data-leveltext="•" data-font="Arial" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="1">Partner cross-functionally to strengthen consumer trust by ensuring resolutions align to SharkNinja’s empathy-first approach. </li> </ul> <ul> <li data-leveltext="•" data-font="Arial" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="9" data-aria-level="1">Drive internal alignment to our Hear It, Feel It, Fix It success pillars—ensuring we listen deeply, understand emotionally, and act decisively. </li> </ul> <ul> <li data-leveltext="•" data-font="Arial" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="10" data-aria-level="1">Speak with consumers as needed to resolve complaints and to restore faith in our brand </li> </ul> <ul> <li data-leveltext="•" data-font="Arial" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="11" data-aria-level="1">Periodically visit our BPO partners to understand root cause of escalation drivers with boots on the ground. </li> </ul>   HERE’S WHAT YOU’LL BRING  <ul> <li data-leveltext="•" data-font="Arial" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Bachelor’s degree in Business, Operations, Communications, or a related field; equivalent experience welcome. </li> </ul> <ul> <li data-leveltext="•" data-font="Arial" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1">5+ years of experience in escalations leadership, compliance, contact center operations, or CX performance management. </li> </ul> <ul> <li data-leveltext="•" data-font="Arial" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1">Experience managing or influencing BPO performance across markets or channels. </li> </ul> <ul> <li data-leveltext="•" data-font="Arial" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1">Strong understanding of escalation workflows, warranty compliance, case handling standards, and risk management. </li> </ul> <ul> <li data-leveltext="•" data-font="Arial" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1">Proven ability to design strategies that reduce escalations and improve case handling consistency. </li> </ul> <ul> <li data-leveltext="•" data-font="Arial" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1">Skilled in analyzing root causes, identifying systemic issues, and driving preventive action. </li> </ul> <ul> <li data-leveltext="•" data-font="Arial" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1">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. </li> </ul> <ul> <li data-leveltext="•" data-font="Arial" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="1">A passion for empathy-driven service and process integrity that builds trust with consumers. </li> </ul> <ul> <li data-leveltext="•" data-font="Arial" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="9" data-aria-level="1">A proactive, ownership-driven mentality with urgency, curiosity, and a focus on delivering measurable outcomes. </li> </ul> <ul> <li data-leveltext="•" data-font="Arial" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="10" data-aria-level="1">An understanding of both global consumer and agent escalation behaviors and how to care for each through both regional and universal policy. </li> </ul> WHAT SUCCESS LOOKS LIKE  <ul> <li data-leveltext="•" data-font="Arial" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Executive escalations decrease dramatically and approach near zero thanks to strategic prevention, training, and clarity. </li> </ul> <ul> <li data-leveltext="•" data-font="Arial" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1">Task-based escalations decline significantly due to improved compliance, capability, and decision confidence across BPO teams. </li> </ul> <ul> <li data-leveltext="•" data-font="Arial" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1">Escalation handling becomes predictable, swift, and fully aligned to SLA expectations. </li> </ul> <ul> <li data-leveltext="•" data-font="Arial" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1">BPO teams consistently meet SharkNinja standards for warranty, goodwill, documentation, and case-handling quality. </li> </ul> <ul> <li data-leveltext="•" data-font="Arial" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1">Trend reporting provides clear visibility and drives organizational action before issues escalate. </li> </ul> <ul> <li data-leveltext="•" data-font="Arial" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1">Consumers feel heard, understood, and supported—reflecting our Hear It, Feel It, Fix It philosophy in every resolution. </li> </ul> <ul> <li data-leveltext="•" data-font="Arial" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Arial","469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1">The role becomes a key guardian of trust, ensuring brand-protective outcomes across global markets. </li> </ul>  <div class="content-pay-transparency"><div class="pay-input"><div class="description">  Salary and Other Compensation: The annual salary range for this position is displayed below. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.  The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, flexible spending accounts, health savings accounts (HSA) with company contribution, 401(k) retirement plan with matching, employee stock purchase program, life insurance, AD&D, short-term disability insurance, long-term disability insurance, generous paid time off, company holidays, parental leave, identity theft protection, pet insurance, pre-paid legal insurance, back-up child and eldercare days, product discounts, referral bonus program, and more.   </div><div class="title">Pay Range</div><div class="pay-range">$112,500—$172,500 USD</div></div></div><div class="content-conclusion"><div> 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. Together, we won’t just launch products—we’ll disrupt entire markets.   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.  Learn more about us:   <a href="https://sharkninja.com/dei"> </a><a href="https://www.instagram.com/sharkninja/">Life At SharkNinja</a>   <a href="https://www.youtube.com/playlist?list=PLmRfBxyGu_mKl9SF12lM1NAIx-z07uLNQ">Outrageously Extraordinary</a>  </div> <div> SharkNinja Candidate Privacy Notice <ul data-start="131" data-end="402"> <li data-start="131" data-end="224"> For candidates based in all regions, please refer to this <a href="https://www.sharkninja.com/candidate-privacy-notice.html">Candidate Privacy Notice</a>. </li> <li data-start="225" data-end="312"> For candidates based in China, please refer to this <a href="https://www.sharkninja.com/legal/candidate-privacy-notice-china.html">Candidate Privacy Notice</a>. </li> <li data-start="313" data-end="402"> For candidates based in Vietnam, please refer to this <a href="https://www.sharkninja.com/legal/candidate-privacy-notice-vietnam.html">Candidate Privacy Notice</a>. </li> </ul> </div> <div>   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 <a href="mailto:[email protected]">[email protected]</a> </div></div>

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