Consumer Journey Manager
Consumer Journey Manager
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Salary Not Disclosed
1 Vacancy
Job Description
About Us
SharkNinja is a global product design and technology company with a diversified portfolio of 5-star 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 3600 associates the companys products are sold at key retailers online and offline and through distributors around the world.
Location: Needham MA
Job Title: Consumer Journey Manager
Position Summary
We are seeking a proactive and detail-oriented Consumer Journey Manager to lead the intake refinement communication and tracking of operational improvement opportunities called PoPs (protect our plan). This role supports a culture of continuous improvement by ensuring consistent submission and follow-through on PoPs that enhance operational efficiency reduce spend and elevate the consumer experience. To do so they will need to sit at the nexus of our contact center core product and consumer insights connecting the dots before and after purchase highlighting opportunities for improved consumer experience.
Key Responsibilities
- Facilitate Weekly Product/Journey review sessions with Contact Center/PD CORE/CI
- Ensure action items are captured and followed up on
- Connect the dots from pre-product launch to post purchase tracking and customer experience execution
- Facilitate Biweekly Submissions:
- Ensure timely PoP submissions from team members every two weeks promoting proactive identification of risks and opportunities across the operation.
- Curate and Refine Daily PoPs:
- Review submitted PoPs and select one each day to escalate to the Executive Leadership Team (ELT).
- Collaborate with the original submitter to shape and refine the email content.
- Ensure each communication follows a standardized format and highlights relevant cross-functional business partners.
- Stakeholder Engagement:
- Conduct weekly reviews with Key Stakeholder in Contact center/Core/CI to uncover issues big and small to drive awareness of consumer pain points in the journey from purchase to use.
- Coordinate with key business partners to ensure alignment on responsibilities and expected outcomes related to each submitted PoP
- Track and Escalate Progress:
- Maintain a detailed register of PoPs shared with the ELT:
- Monitor progress assign owners and set timelines.
- Escalate lack of movement or ownership gaps.
- Keep momentum and visibility on unresolved issues.
- Communicate to Leadership:
- Provide concise informative weekly and monthly updates to the ELT including:
- Status of open and resolved PoPs
- Progress toward key actions
- Notable trends or recurring challenges
- Provide concise informative weekly and monthly updates to the ELT including:
Qualifications & Experience
- Exceptional organizational skills and the ability to manage workflows across multiple priorities.
- Strong written communication particularly in summarizing complex issues for executive audiences.
- Comfortable collaborating across teams and escalating effectively when needed.
- Experience in operations program coordination or continuous improvement preferred.
- Familiarity with issue tracking tools and structured reporting is a plus.
Success in This Role Looks Like
- PoP submissions are consistently delivered on time and meet quality standards.
- ELT receives daily PoPs that are clear actionable and aligned with strategic priorities.
- Open PoPs are actively monitored progressed and resolved.
- Leadership gains insight into systemic issues and operational trends through timely action.
Our Culture
At SharkNinja we dont just raise the barwe 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 youll 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 whats possible. When you join youre not just part of a companyyoure part of an outrageously extraordinary community. Together we wont just launch productswell 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 SharkNinjas 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:
Life At SharkNinja
Outrageously Extraordinary
Required Experience:
Manager
Employment Type
Full Time
