Manager DTC Consumer Experience and Optimization

About Us

SharkNinja is a global product design and technology company with a diversified portfolio of 5star rated lifestyle solutions that positively impact peoples lives in homes around the world. 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 3300 associates the companys products are sold at key retailers online and offline and through distributors around the world.

The Manager DTC Consumer Experience and Optimization will be integral in leading optimization for the customer experiences that originate from customerfacing websites and will map customer experience journeys on websites to proactively identify areas for process optimization. Additionally the role will be responsible for analyzing customer interactions optimizing support processes used by our customers agent and backoffice resources and ensuring a seamless highquality experience across key touchpointsincluding order management prepurchase support returns and website assistance inquiries.

The Manager DTC Customer Experience and Optimization will be a subject matter expert on the consumer experience within this space representing the voice of the consumer and helping SharkNinja to achieve a 5star experience. This role is responsible for the design delivery and report out of the processes that support these directtoconsumer (DTC) experiences globally. The Manager is responsible for all customerfacing support materials as well as knowledge articles used to train agents at contact centers. This role identifies opportunities and collaborates crossfunctionally to deliver improvements. This role requires a unique mix of process ownership customer experience design project management analysis communication and crossfunctional collaboration skills.

The ideal candidate will be a datadriven problem solver with experience in contact center operations digital selfservice and escalation management. This role will report to the Senior Director of Customer Experience Optimization.

Key Responsibilities:

• Customer Journey Mapping: Works with DTC Customer Experience Marketing and other teams to design the customer experience related to DTC related processes and transactions with an aim to improve the overall experience.
• Helps to enable and execute the 5star experience related to DTCrelated customer processes and transactions.
• Serves as a point of contact on DTC site and process changes and partners with others on how to operationalize and enable readiness for customers contact center agents and internal CX teams to support launch.
• Conducts competitor research to understand the service landscape for other companies inside and outside of the industry.
• Continuously analyze call drivers consumer sentiment and pain points and operational data to proactively identify improvements areas.
  • Develop and design opportunities to improve the experience using technology and process ensuring a frictionless experience and improving efficiency and reducing contact volume.
  • Is a subject matter expert on DTC experience transactions and how customer support is provided for them.
  • Write customer and agentfacing communication and agent training content ensure all content is customercentric clear and facilitates customer selfhelp and contact center readiness and enablement
  • Partner crossfunctionally inside and outside of the customer experience organization to solve problems and design new solutions to drive necessary corrective actions.
  • Partners with teams on escalation management for complex issues ensuring swift resolution and root cause identification.
  • Work with training teams to enhance agent knowledge and improve customer interactions in related areas.
  • Owns KPI goals and progress for DTC transactions.
  • Track and analyze KPIs such as number of calls average handle time (AHT) first contact resolution (FCR) escalation rates and CSAT/NPS and other metrics to measure and drive improvements.
  • Provide regular reporting on trends key findings and recommendations to leadership.

Attributes Skills and Experience:

• Minimum of 5 years of experience in a consumer experience customer service operations contact center process optimization or consumer support role.
• Experience working in a consumer products retail or ecommerce environment.
• Proven ability to analyze data and insights and identify process improvement opportunities.
• Proven ability in identifying designing and implementing process improvement opportunities.
• Excellent project management skills with ability to juggle multiple priorities and projects drive to results and meet deadlines.
• Excellent communication skills both verbal and written with the ability to clearly communicate and summarize and present information in meaningful ways to executive leadership and other relevant stakeholders.
• Collaboration and stakeholder management experience with the ability to partner up down and across.
• Speed flexibility and agility. Can pivot quickly and adapt well to changing priorities.
• Is detailoriented and can effectively identify the root cause of issues.
• Comfort with ambiguity and ability to take a progress over perfection approach.
• Intermediate to advanced proficiency in Excel and PowerPoint.